QA Analyst

QA Analyst - (251704089)

Description

Quality Assurance Analyst– North America

Job Summary:

Hudson Energy’s Customer Experience Team is looking for a Quality Analyst to join our growing company as we are endeavoring to create a truly world-class customer-centric service organization. We nurture and thrive in a fast-paced business environment that is deadline-driven and provides ample opportunities to collaborate, learn and grow at an equally fast pace.

We are building a QA team that is a partner in the development process and champions for the customer experience - but with empathy and patience for our Account Managers/ front line agents who do the hard work of helping our customers every day. As a QA Analyst, you will be reviewing and auditing customer interactions across various touchpoints, identifying opportunities and actively partnering with the customer service teams and their leadership in providing coaching, feedback & conducting trainings, thereby helping the teams make constant improvement.

The ideal candidate is analytical, has extreme attention to detail, has experience in handling customer service interactions, is an excellent and confident communicator who can effectively relay coaching opportunities to a wide range of audience while ensuring the feedback is constructive and effective. Communication skills are the most integral part of this role as this role is not meant to be “gotcha” policing role that agents resent and resist feedback from the QA team. We need a collaborator, with a positive attitude that can help improve our team’s performance in delivering high quality customer experience.

Responsibilities:

- Evaluate customer interactions (voice and emails) to ensure contacts are being efficiently processed, compliance regulations are being followed, customers are being provided with accurate information solving their questions.

- Conduct trainings based on the business needs and opportunities identified

- Adopt and use multiple techniques of evaluations ranging from listening to calls, reviewing email transcripts to live-listening to role-playing

- Document and score evaluations in a non-biased and professional manner to bring out the immediate opportunities that can bring the most impact to the customer interaction;

- Develop a comprehensive understanding of the business, get intimately familiar with processes, values, and goals of the customer service organization;

- Develop and build subject matter expertise and become well-versed in agents’ procedures, business process handling and the established QA process;

- Provide coaching feedback to agents in a constructive and empathetic manner

- Be able to correlate finding trends back to process gaps or opportunities that the business can introduce to make the agent’s handling better;

- Take customer calls on a periodic basis to remain in touch with the actual customer experience process and call handling protocols. We believe this to be an integral part in being able to empathize and provide relatable and practical coaching feedback that doesn’t sound by-the-book;

- Actively support the leadership team in improving team performance by assisting in tasks as needed which can range from - building learning course content, drafting best practices and success tips for the team, delivering training to smaller group audiences, participate in weekly business overview videos, etc.;

- Provide business leadership with insights on key trends identified in the QA process;

Success Criteria & Skill Requirements:

- This position is for our North American electricity & Natural Gas de-regulated markets, so candidates with market knowledge and previous experience working in the energy sector within a call center environment will be highly preferred over candidates not having this background.

- Strong coaching skills - Coaching is the vital link in allowing constructive feedback to be implemented as transformed behavior.

- Great attitude and a positive outlook – You will be on the look-out for our agents doing well and ask them for more of it. Problems should be framed as opportunities to improve, and solutions should be celebrated with the agents.

- Ability to handle difficult situations with poise - The job involves giving challenging feedback with the expectation to adjust your approach and methodology as the situation warrants, in order to gain comfort and confidence with the person receiving the feedback

- Empathy - QA analysts will be called upon to understand and appreciate the point of view of not only our customers but of our agents. You will often find themselves functioning as the bridge between the two. An analyst will be obliged to recognize disappointing service from the customer’s perspective, and at the same time will be uniquely positioned to understand the agent’s response to the same interaction.

- Attention to detail and keen perception – You may need to sort through rambling conversations to pick out important compliance markers and notice when they are missing. Just as important as the ability to focus on the technicalities of vocabulary, you will need to note the subtle emotional reactions of both agent and caller and be able to pinpoint when and why call goes off track and be able to recommend a path for the agent to avoid such a derailment in the future.

- You must have experience working with Microsoft Office Suite, especially Word and Excel etc.

Work Experience:

- Minimum 2 years’ experience as a Quality Analyst involving auditing calls and coaching,

- Or at least 2 years’ experience as a Team Coach supporting Team Lead or Call Center Manager in team coaching and helping team members pick up the learning curve on live call handling

- Or 5+ years’ experience in a contact center environment handling customer calls of varying complexities with a proven track record of progressive upward movement in terms of responsibilities including team support functions such as Coach, Subject-Matter-Expert support for Training teams.

Benefits:

Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides several cost-free self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.

We Offer:

- Competitive compensation and incentives

- Paid Holidays/Vacation

- Company paid L&AD for employees plus Short-term disability.

- Personal and Career development resources with “growth” opportunity

- Hybrid -Remote Work Model depending on role

- Health and wellbeing tools and resources and more

Primary Location: CA-ON-Mississauga

Job: Commercial

Organization: Canada

Schedule: Regular

Shift: Standard

Employee Status: Entry Level

Job Type: Full-time

Job Level: Day Job

Travel: No