Call Center Quality Assurance Specialist

The CompanySunnova is a different kind of Power Company, offering rooftop solar service to homeowners within and outside the United States through our network of local sales and installation partners. Our mission is to change the energy industry by providing the choice of low-cost, worry-free solar power that generates long-term savings for our customers and continued business growth for our e be part of the fastest growing segment of the energy industry!The PositionThe Quality Assurance Specialist is responsible for monitoring and documenting Agent Channel Partner Salespersons communication quality in support of the company and departmental quality goals and initiatives. The Quality Assurance Specialist evaluates both verbal and written customer contact by Agents. This team member participates in the design of all quality monitoring formats and quality standards. The Quality Assurance Specialist will fairly and consistently review the calls and emails of Agents and Salespersons for accuracy and coaches each Agent for success in executing superior service and quality to our customers. The Quality Assurance Specialist documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required. This role is heavily analytical and requires critical thinking skills.ResponsibilitiesResponsibilities for this position include but are not limited to the following: Monitor Agents calls and review emails for accuracy of information and call handling standards.Ensure that Agents and Partner Salespersons are delivering a high level of customer service through the use of call driver analysis, repeat caller analysis and other data consolidation tools.Verify that Agents and Salespersons are providing accurate solutions to customers.Record evaluations utilizing departmental quality monitoring forms.Deliver coaching feedback to supervisors and/or agents on call and email performance.Provide Supervisors and Managers with regular performance feedback on the Agents.Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of the surveys and evaluating customer feedback received from the surveys. Prepares and analyzes quality reports for Management review. Perform root cause analysis and report to managementParticipate in development of reference documents to drive quality improvementParticipates in the design of quality monitoring forms and quality standards.Develop and delivery mystery shopping program.Perform any other duties as assigned.Conducting Calibration sessions with supervisors, management, and sites. Conducting counter audits to ensure Sage and Sites are calibrated. Locate and transcribing calls for management and/or legalRequirementsBachelor''s degree or equivalent experience in related industryBilingual, Spanish and EnglishMinimum of 2 years of experience performing Quality Assurance in a contact center environment preferredExperience developing and implementing QA programs highly preferred Prior supervisory or leadership experience preferredProven ability to achieve and maintain departmental quality standardsProfessional demeanor, dependable, and able to maintain confidential informationStrong written communication skills. Excellent grammar, spelling, and sentence constructionExceptional listening and analytical skillsStrong knowledge of customer care processes and techniquesMust exhibit excellent leadership, communication, and interpersonal skillsMust have familiarity with Internet software and Windows operating systemsDemonstrated ability to rapidly gain product knowledge and effectively communicate it to agentsProficient in Word, Excel and PowerPoint for presentations and reports requiredMust be able to effectively communicate with agents, internal departments, clients and managementDemonstrated ability to train and develop new and existing support agentsFlexible, detailed, and able to successfully adapt to changeAbility to work independentlyExcellent attention to detailAbility to maintain confidential informationAble to work extended hours when required Able to sit or stand for frequent periods in the same location with some opportunity to move about BenefitsCompetitive salary and bonus plan3 weeks of paid time off (PTO) plus holidaysPaid parking Location: Houston, TXWe are an equal employment opportunity employer. All qualified applicants will receive considerationfor employment without regard to race, color, religion, gender, national origin, disability status,protected veteran status or any other characteristic protected by law.If you are selected for a position, your employment will be contingent upon submission to andsuccessful completion of a post-offer/pre-placement drug test (and medical examination if required bythe role) as well as pre-placement verification of the information and qualifications provided during theselection process.

Created: 2021-11-29