Training, Qlt Assur, AnalystII_FITQ1H

What You Can Expect

As a Training and Quality Assurance Analyst II supporting Freshworks tools (Freshdesk and Freshcaller) within ENGIE Resources Operations, you will play a key role in delivering a seamless and high-quality customer experience. This role is responsible for developing and maintaining training materials, leading onboarding and ongoing training sessions, and providing on-the-job coaching and refresher trainings. You will also offer technical support for Freshworks products and conduct regular audits to ensure process accuracy and quality standards are met.

To succeed in this role, you must demonstrate strong communication skills and the ability to collaborate across departments to understand business processes and system functionalities. You should be personable, approachable, and motivating with a talent for teaching and engaging team members in a way that fosters continuous learning and operational excellence.

This position sits in Houston, TX reporting to the Training, Qlty Assurance Advisor

- New Hire Onboarding and Training

- Assist with technical support for Freshworks, including Freshdesk ticketing and Freshcaller contact center SaaS solutions

- Conducts quality assessments of contact center interactions, including phone calls, emails, and chats with internal and external customers, to provide insights and recommendations aimed at enhancing customer satisfaction

- Develop educational materials for call centers, including digital presentations, instructional manuals, job aids, and service alert

- Research, understand, and document service alerts related to customer-impacting events with minimal supervision and guidance

- Respond effectively to individual learning needs through clarification, providing relevant examples, constructive feedback, coaching, and attentive listening

- Coordinates and oversees call calibration sessions for call center team members

- Conduct quality assurance reviews of product knowledge, policies, and procedure

What You’ll Bring

- You hold a Bachelor’s degree in education, communications, IT support, business, or a combination of 4 years of professional experience in education and training

- You are an experienced professional with at least two years in a contact center environment, including roles as a trainer or team lead, and have a strong commitment to delivering exceptional customer experiences

- You have prior experience supporting SaaS contact center or ticketing platforms, with proficiency in Freshworks or similar tools, and can type a minimum of 50 WPM

- You are knowledgeable about the Retail Electric Provider (REP) industry, including ERCOT and non-ERCOT markets (PJM, MISO, NYISO), and understand the operational nuances of these regions

- You have demonstrated expertise in procedure documentation, training content development, and leading onboarding or change management initiatives with clarity and confidence

- You have excellent writing, analytical, and interpersonal skills, enabling you to collaborate effectively, provide constructive feedback, and adapt to fast-paced, evolving environments

- You are proficient in Microsoft Office Suite and Microsoft Teams, and skilled at balancing independent work with teamwork, prioritizing tasks with urgency and professionalism

Additional Details

- This role is eligible for our hybrid work policy, three days in office

- Must be willing and able to comply with all ENGIE ethics and safety policies

Compensation

Salary Range: $61,400 – $94,070 USD annually

This represents the average expected pay range for a qualified candidate.

ENGIE complies with all federal, state, and local minimum wage laws. Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors.

In addition to base pay, this position is eligible for a competitive bonus / incentive plan.

Your Talent Acquisition Partner can share more specific information regarding the benefits or the salary for the position based on the work location.

At ENGIE, we take your well-being seriously. Our comprehensive benefits package includes options for medical, dental, vision, life insurance, employer-paid short-term and long-term disability insurance, ESPP, generous paid time off including wellness days, holidays and leave programs. We also help you plan for retirement by offering a 401(k) Retirement Savings Plan with a company match. But that's not all – we're dedicated to the health and happiness of your entire family, offering supplemental benefits for full time employees that enhance emotional and physical well-being through all stages of life from family forming to caregiver benefits. Explore our benefits package to see how we can support you. Learn more.

Why ENGIE?

ENGIE North America isn’t just participating in the Zero-Carbon Transition, we’re leading it! Join us as we develop energy that is renewable, efficient, and accessible to everyone.

ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an inclusive workplace for all employees. We are committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at ENGIENA-ENGIEHR@engie.com. This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status.

We are unable to sponsor or take over sponsorship of an employment visa for this role at any time.

The safety of our employees is our number one priority. All employees at ENGIE have both a duty and the authority to STOP WORK if unsafe acts are observed.

Business Unit: GEMS

Division: GEMS - BP US SUPPLY

Legal Entity: ENGIE North America Inc.

Professional Experience: Skilled ( >3 experience <15 years)

Education Level: Bachelor's Degree

Why this matters to us

Our organisation is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We offer reasonable accommodations upon request for individuals with disabilities.