Quality Assurance Specialist

Position Summary and Qualifications

Salary is just one component of FPUA's excellent total compensation package. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. To achieve this goal, we offer market leading benefits as summarized under the “Benefits” tab above the Description within this job posting. The salary range shown represents the minimum to midpoint salary for this position. The actual salary offered will depend on qualifications and experience.

This is a professional, administrative, and technical role responsible for reviewing processes, identifying areas for improvement, and implementing changes to improve the quality of service within the Customer Service Department for front-line, call center, and back-office representatives. The position ensures that services meet established quality standards by conducting tests, analyzing results, and providing recommendations for improvements to meet or exceed Customer Service KPIs.

The Quality Assurance Specialist plays a key role in monitoring performance, identifying service gaps, providing coaching and feedback, and collaborating with management to continuously drive improvement in Customer Service operations.

This role reports to the Customer Service Manager and involves working closely with Team Leads, Supervisors, staff, training personnel, and other stakeholders to uphold service excellence standards across all customer interactions.

(NOTE: There are also secondary functions, which the employee will be required to perform.)

- Assist in the development and implementation of quality control systems and measures

- Monitor & Evaluate staff interactions across multiple channels (calls, emails, live chats, and in-person) to ensure adherence to service level objectives and industry benchmarks

- Implement & Maintain QA Scoring Systems to objectively assess performance, ensuring accurate evaluation of customer interactions

- Ensure High First Contact Resolution (FCR) by tracking resolution rates and coaching employees on effective problem-solving techniques

- Analyze & Optimize Average Handling Time (AHT) to balance efficiency with customer satisfaction

- Track & Improve Net Promoter Score (NPS) by conducting surveys, analyzing feedback, and refining customer service strategies.

- Manage Shrinkage Metrics by identifying operational inefficiencies, recommending solutions, and ensuring optimal workforce availability

- Monitor Maximum Occupancy Compliance to optimize resource allocation and service delivery without compromising employee workload

- Provide Coaching & Feedback to enhance service standards and improve individual and team performance, to deliver a consistent, high-quality customer experience in every interaction

- Develop Training Initiatives focused on quality assurance principles, customer engagement strategies, and compliance requirements

- Collaborate with Management to refine processes, improve customer communication, and strengthen service recovery protocols

- Investigate customer complaints and non-conformance issues

Education: Bachelor's Degree in Business Administration, Communications, Organizational Management, or a related field (preferred).

Experience: Minimum of 2-3 years in customer service, call center operations, or quality assurance, with an emphasis on KPI-driven evaluations.

Supervisory Experience: Experience in team coaching, mentoring, or training programs is a plus.

When considering new job applicants, a comparable amount of training and experience may be substituted for the minimum qualifications.

Committed to fostering dynamic change, collective success, and personal ownership.

Customer Service Metrics: Strong understanding of Service Level, QA Scoring, FCR, AHT, NPS, Shrinkage, and Maximum Occupancy.

Performance Analysis & Reporting: Ability to track KPI trends, interpret data insights, and recommend improvements.

Communication & Coaching Skills: Exceptional ability to deliver constructive feedback effectively and guide staff toward higher performance standards.

Strategic Problem-Solving: Proficiency in resolving customer concerns efficiently while optimizing operational processes.

Regulatory Compliance & Standards: Knowledge of utility industry regulations, policies, and best practices in customer service.

Technical Proficiency: Familiarity with customer relationship management (CRM) systems, call center analytics, workforce management tools, and Microsoft Office.

Training & Development: Capability to design and implement training programs to enhance customer service excellence.

Adaptability & Leadership: Ability to work cross-functionally, foster teamwork, and drive measurable service improvements.