CES Quality Specialist

Requistion Number: 26364

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary:

The Quality Specialist evaluates inbound / outbound contacts to provide performance visibility on customer experience standards, policies and procedures to ensure AmeriGas customers receive the best service and support experience possible. The Quality Specialist supports and drives operational effectiveness by providing accurate and actionable coaching data for team managers and associates. With a focus on monitoring customer effort during interactions, the Quality Specialist works collaboratively with peers to proactively identify opportunities to improve the overall customer and associate experience. The Quality Specialist is viewed as a partner and subject matter expert, and works closely with Team Managers to support individual and team coaching strategies, and identify skill development needs to ensure frontline staff meet business and operational objectives.

Key Characteristics:

Duties and Responsibilities:

+ adherence to coaching model + consistency of approach + accuracy of transaction or information provided + compliance with policies/procedures + documents assessment results clearly and accurately

Knowledge, Skills and Abilities:

Education and Experience Required:

Working Conditions:

AmeriGas is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.