Sr Care Center Quality Analyst - Gexa

About the position

The Sr Care Center Quality Analyst at NextEra Energy is a pivotal role within the Customer Service Operations team, primarily focused on ensuring the quality and compliance of customer interactions. This position is responsible for conducting call observations of both internal and external customer contacts to maintain high standards of service and adherence to legal and regulatory requirements. The analyst will execute monthly call quality evaluations for the company and its third-party vendors, ensuring that all interactions meet the established quality benchmarks. In addition to call evaluations, the analyst will create and maintain quality questionnaires for call observation forms, which are essential for consistent and objective assessments. The role also involves planning and hosting quality calibration sessions with the Call Center Supervisory team and representatives from third-party vendors to ensure uniformity in quality standards across the board. The analyst will develop and maintain comprehensive QA reporting, which will be distributed to staff and management, providing insights into performance metrics and areas for improvement. A key aspect of this role is to ensure that agent reports are accurate and reflective of agent performance, supporting the overall goals of the department. The analyst will provide coaching to agents, focusing on customer growth initiatives, and will meet with agents both individually and in small groups to address process questions and provide training. Furthermore, the analyst will identify prevalent trends in customer interactions, present supporting data and analysis, and recommend process improvements to enhance training and operational efficiency. Maintaining a thorough understanding of compliance rules and company policies is crucial to mitigate potential business risks associated with customer service operations. Overall, this position plays a critical role in enhancing customer satisfaction and operational productivity through diligent quality assurance practices and continuous improvement initiatives.

Responsibilities
? Executes call quality evaluations monthly for Company and third-party vendors
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? Creates and maintains quality questionnaires for call observation forms
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? Plans and hosts quality calibration sessions with Call Center Supervisory team and third-party vendor representatives to ensure consistency
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? Develops and maintains QA reporting for distribution to staff and department management team
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? Ensures agent reports are accurate to support agent performance and department goals
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? Provides agent coaching that supports all customer growth initiatives
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? Meets with agents individually and in small groups to train and clarify process questions
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? Identifies prevalent trends, presents supporting information with analysis, and recommends process improvements to training and management teams
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? Maintains working knowledge regarding compliance rules and company policies to ensure Customer Service reduces potential business risk
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? Performs other job-related duties as assigned

Requirements
? High School Grad / GED
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? 3+ years of experience in a related field

Nice-to-haves
? Associate's Degree

Benefits
? Wide range of benefits to support employees and their eligible family members

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