Customer Process Quality Specialist, Energy Quality Operations

• Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls.
• Participates in call calibration exercises.
• Participates in internal listening sessions.
• Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
• Provides regular feedback to Quality Leadership regarding call trends or compliance issues that may arise.
• Works with Quality Leadership to continually define Quality Assurance guidelines.
• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
• Become a subject matter expert in all business segments
• Offers suggestions for process improvement to foster exceptional customer experience.
• Assists with the creation and updating of procedure/training manuals.
• Maintains overall objectivity in supporting consistent and superior customer service.

Essential Skills - Job Specific

• Microsoft Office 365 tools including Outlook, SharePoint, PowerPoint, Word, etc.
• Advanced skills in MS Excel, Forms, and Flow preferred
• Avaya WMS and Contact Recorder Systems
• Atlassian tools including Jira and Confluence
• Tesla systems including Grid, Stream, Crew Scheduler, Warp, and Bolt
• Objective knowledge of key soft skills and call control
• Understanding of Tesla voice

Essential Skills - General

• Raises the Bar - We need top performers who raise the bar in our organization. When we hire new candidates, they should already be better than most employees in that role. We will often need to do this by being scrappy and challenging the status quo.
• Bias for Action - must have bias for action and be able to convert thought into execution quickly.
• People Centric - value people and their time. Demonstrate empathy and respect.
• Adaptive - Adapts to change, even when they may not be in favor of it. Someone who is collaborative and willing to take on new assignments and roles to benefit the business.
• Develops Others - Serves as a multiplier. Makes others around them better by helping them highlight their strengths and work on their weaknesses. Can serve as a mentor to more junior leaders and employees and develop them for roles of greater responsibility.
• Innovates - Find creative ways to simplify and look at our operation through a new lens. Not caught up on old ways of doing things. Has the ability to adapt and creatively work through problems and solutions that may not be their own.
• Thinks like an Owner - Willing to take risks, own outcomes, and learn from them. Humble and prioritizes the needs of the business over their own.
• Reasons from First Principles - Able to identify root causes and use data to drive decisions and change.
• Resourceful - Practices frugality. Is a scrappy leader who can do more with less.
• Curious - Seek to understand and show empathy. Have an insatiable thirst for learning and knowledge.