Customer Process Quality Specialist

What To Expect
About Tesla and Tesla Energy’s Mission
In 2016 Elon released: The Master Plan, Part Deux. In this plan he highlighted the need to Integrate Energy Generation and Storage by creating stunning solar roofs with seamlessly integrated battery storage. Tesla Energy’s Installation team is in the operations arm of the business. The team installs high-quality energy products (Solar Roof, Retrofit Solar, Powerwall) across the United States. To achieve this, we use a combination of direct labor and sub-contractors and partner with certified installers and new home builders.
About Tesla Energy Quality
The Quality Department's core purposes are to ensure that the services we provide and the products we install meet the design intent so that people will love them and to reduce organizational spend by identifying and reducing inefficiencies caused by operations errors and product defects. We react to issues by containing, identifying root cause, and determining corrective actions to prevent recurrence while proactively identifying and mitigating risks to improve capability and capacity of operations through new methods, tools, or material.
Tesla Energy’s Installation Quality department supports the installation of residential energy products through the continual improvement of process and product quality and the systems that surround them. A successful candidate for this team must be a problem-solver at their core, have a strong quality and customer-focused mindset, and have the personal drive and stamina for relentless, continual improvement, both personally and professionally.
About Order To Install Quality Operations
The business quality operations team works with closely with
our pre-install operations teams: Project Advisors, Site Designers, Contract & Documents, Permitting & Inspections and Site Survey. They are responsible for auditing the work of these teams to ensure that it meets internal standards and communicating findings with the individuals and supervisors they are auditing. The team also works closely with our process organizations to identify process/software issues within Tesla Energy’s execution system.
What You’ll Do

• Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls.
• Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
• Participates in internal listening sessions.
• Become a subject matter expert in all business segments
• Provides regular feedback to Quality Leadership regarding call trends or compliance issues that may arise.
• Offers suggestions for process improvement to foster exceptional customer experience.
• 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.
• Assists with the creation and updating of procedure/training manuals.
• Participates in call calibration exercises.
• 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.

What You’ll Bring

• 1-3 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.
• Associate's Degree or equivalent combination of education and experience

Benefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction

Family-building, fertility, adoption and surrogacy benefits

Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution

Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA

Healthcare and Dependent Care Flexible Spending Accounts (FSA)

LGBTQ+ care concierge services

401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits

Company paid Basic Life, AD&D, short-term and long-term disability insurance

Employee Assistance Program

Sick and Vacation time (Flex time for salary positions), and Paid Holidays

Back-up childcare and parenting support resources

Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance

Weight Loss and Tobacco Cessation Programs

Tesla Babies program

Commuter benefits

Employee discounts and perks program

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