CUST CARE TRAIN/QA-ASSOC (3425- Customer Care Support)

Job Description GRADE LEVEL:

50

:

$54,000 - $ 73,500 Salary is commensurate with experience.

The Customer Care Trainer / Quality Assurance professional supports the success of Customer Care operations by ensuring employees deliver consistent, accurate, and high-quality service. This role combines

to drive continuous improvement across all customer-facing groups, including the Contact Center, Billing, Collections, New Service, Field Services, and CCS users.

The incumbent is responsible for designing, delivering, and maintaining training programs; monitoring customer interactions for quality and compliance; and providing clear, actionable feedback to employees and leadership. By facilitating new hire and refresher training, creating job aids and content, and conducting regular calibrations, this position helps build employee skills, ensures compliance with policies and regulatory requirements, and enhances the overall customer experience.

- Bachelor’s degree in Business or other post-secondary education with an appropriate business discipline curriculum preferred; or an equivalent combination of related education and experience.

Experience

- 0-3 or more years

Minimum Knowledge, Skills & Abilities

- Customer Service Expertise: Demonstrated experience in a customer service environment with responsibility for resolving complex customer issues and guiding employees toward solutions.

- Quality Assurance Knowledge: Familiarity with call monitoring, scoring, calibration practices, dispute handling, and performance scorecards.

- Analytical Skills: Strong critical thinking with the ability to interpret data, identify trends, and recommend process improvements; working knowledge of percentages, ratios, and mathematical formulas.

- Systems Knowledge: Understanding of Customer Information System (CIS) functionality, Customer Care processes, and applicable regulatory requirements (Public Utility Commission of Texas and New Mexico Public Regulation Commission rules).

- Instructional Design & Training Delivery: Skilled in adult learning principles, instructional design methods (e.g., ADDIE), and training evaluation techniques. Proven ability to develop and facilitate classroom, virtual, small-group, and one-on-one training.

- Technology Proficiency: Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, Access) and able to use learning technologies (e.g., Captivate, screen/voice monitoring tools).

- Communication & Coaching: Strong verbal and written communication skills, with the ability to coach employees, present findings to leadership, and create clear training/job aids.

- Collaboration & Relationship Building: Ability to interact effectively with diverse groups, maintain confidentiality, and build positive working relationships with employees, managers, and external stakeholders.

- Adaptability & Initiative: Ability to manage multiple priorities, work independently or within a team, and complete assignments with minimal supervision.

- Bilingual: English/Spanish proficiency preferred.

- Ability to maintain a strong sense of propriety concerning confidential matters.

Essential Job Functions

- Quality Assurance (QA)

1.1 Monitor and score customer interactions across phone, chat, email, and leads.

1.2 Conduct regular calibrations with Operations and QA teams across Contact Center, Billing, Collections, New Service, and Field Services.

1.3 Manage QA dispute resolution to ensure fairness and consistency.

1.4 Perform spot checks of QA scoring to maintain accuracy and compliance.

1.5 Maintain and update QA scorecards to track performance trends.

- Training 2.1 Facilitate new hire training for Customer Care groups, including Contact Center, Billing, Collections, New Service, CCS Users, and Field Services. 2.2 Deliver refresher and targeted training to address skills gaps and business needs. 2.3 Provide specialized CCS User training, including read-only and Red Flag courses. 2.4 Develop and update training content, job aids, and assessments using instructional design methods and learning technologies (e.g., Captivate). 2.5 Conduct training needs assessments and research to support ongoing development planning.

- Process Support 3.1 Serve as a subject matter resource, answering SME inquiries and supporting frontline staff. 3.2 Monitor and track process errors in Meter-to-Cash activities to identify and resolve recurring issues.

- Communication 4.1 Lead and facilitate team huddles to reinforce key updates and align staff. 4.2 Provide business process reminders, updates, and scripts to ensure consistent customer communication. 4.3 Act as a liaison with external departments on Meter-to-Cash and Customer Care process matters.

- Complies with all applicable Company policies, procedures and code of ethics as well as all applicable governmental laws and regulations to include employment, safety and environmental standards and regulations.

- Performs other related tasks that are not included, but are within the context of duties defined.

About Us

El Paso Electric (EPE) is a regional energy provider that is engaged in generation, transmission, and distribution service to power approximately 460,000 customers in a 10,000-square mile area of the Rio Grande Valley in west Texas and southern New Mexico. We invite you to visit epelectric.com to learn more about EPE and our strategic initiatives. Join our EPE Team, and TOGETHER, we will transform the energy landscape.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).