Training And Quality Assurance Analyst Ii, Customer Relations

The Training and Quality Assurance Analyst II, Customer Relations focus is to our front-line customer care and back-office team members. In this role, the Analyst II will help with new hire and refresher training for the Customer Relations Group (CRG). The Analyst II is also responsible for Quality Assurance and will audit the CRG work to assure it is complete and correct while providing best-in-class customer experience.

Collaboration, Communication, Approachability, Friendly, Effective Teaching, and Motivating are keys to the success of this role.

This role reports to the Advisor for Training, Customer Relations and sits in Houston, TX. This role is eligible for hybrid in-office and work-from-home work schedule.

What you’ll do:

Training

• Create quality and training reports for management on individual agents, and offer suggestion for improvement
• Support and monitor training progress of new team members
• Assist with new hire, refresher training, coaching and development for CRG employees
• Develop call center educational materials, such as digital presentations, how-to manuals, and job aides
• Collaborate closely with leaders and cross-functional partners to understand areas of opportunity to conduct refresher training
• Respond appropriately to individual learning needs (clarification, examples, feedback, coaching and listening)

Quality Assurance

• Aid in the continual enhancement of Quality standards and the QA Framework
• Coordinate and facilitate call calibration sessions for call center staff, with an understanding of conversation Spanish as 5% of the CRG calls are in Spanish
• Quality check product knowledge, policies, and procedures
• Use quality assurance management system to compile and track performance at a team and individual level
• Find opportunities for program enhancement and supply feedback to management
• Perform quality evaluations for contact center interactions; including phone calls, emails, and chats with both internal and external customers to provide insight and solutions to maximize customer satisfaction
• Research and document service alerts based on customer-impacting events with minimal supervision and guidance

What you bring:

• Minimum 2 years of current customer relations business experience dealing with sales staff and end use customers
  • Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL)
  • Call Center Trainer or team leader experience, preferred
• Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL)
• Retail Energy Provider current experience, preferred
• Bachelor’s degree preferred or additional 4 years of relevant experience in lieu of degree
• Call Center Trainer or team leader experience, preferred
• Procedure documentation and development required

• Effective communication skills; must be able to effectively write emails, reports, training presentations, drafts, guides, and educational material for print and digital, job aides, and how to manuals
• Proficient in Microsoft Office and Teams

• Bilingual, ability to listen, understand, and communicate in Spanish for QA call calibration
• Dedication to a premier customer experience and advocate for a customer-centric culture
• Has the ability to communicate and is willing to assist others to improve performance
• Demonstrated ability to collaborate effectively with all levels of management, clients, and frontline employees
• Demonstrated ability to be adaptable, resilient, and a change management leader
• Must be able to type at least 40 WPM
• The trainer will serve as a leader and promote a positive work environment, adherence to all company policies, expectations, and performance standards
• Ability to constructively confront peers and colleagues with value added input, feedback and assessments
• Demonstrated ability to work successfully in a fast-paced environment demanding self-reliance combined with team spirit, people skills, and a well-honed sense of urgency and priorities
• Must be objective with a high level of reasoning and analytical skills

Additional Information/Conditions:

• Reasonable accommodations may be made to enable individuals with the needed assistance to perform the essential functions
• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• Must be willing and able to comply with all ENGIE ethics and safety policies
• Ability to meet highest attendance requirements
• Ability to use a company computer to communicate via email and create presentations
• Eligible for a hybrid schedule consisting of in-office and work-from-home opportunities
• The noise level in the work environment is usually moderate
• Must be willing and able to comply with ENGIE’s policy with respect to COVID vaccination and testing
• Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future

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 more renewable, more efficient, and more accessible to everyone.

Unite with us in leading the transformation of the world of energy! ENGIE is looking for talented and motivated individuals to create the future of energy and customer solutions. Join a rewarding and flexible work environment that encourages innovation and creativity to help customers meet their energy challenges today and in the future. Are you up for the challenge?

At ENGIE, our goal is to support, promote, and thrive on diversity, equity, and inclusion. We do so for the benefit of our employees, customers, products and services, and community. ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an equitable and inclusive environment for all employees.

We are committed to providing employees with a work environment free of discrimination and harassment. All employment decisions at ENGIE are based on business needs, job requirements, and individual qualifications. ENGIE is committed to providing equal employment opportunities regardless of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship, age, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity, or gender expression (including transgender status), sexual orientation, marital status, civil union, or domestic partnership status, military service or veteran status, physical or mental disability, protected medical condition, genetic information, or any other legally protected category (referred to as “protected characteristics”) as defined by applicable federal, state or local law in the locations where we operate.

• Salary Range: USD $44,455.00-$114,010.00 annually
• More information can be found here: Discover our employee benefits
• Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors
• At ENGIE we understand that benefits matter, we offer competitive benefit options including medical, dental and vision coverage, life insurance, employer paid short-term and long-term disability insurance, paid vacation, holidays, sick leave, parental leave, and a 401(k) Retirement Savings Plan option with a company match
• In addition to salary, this position is eligible for a competitive bonus/incentive plan

ENGIE complies with all federal, state, and local minimum wage laws.

Your talent acquisition partner can share more specific information regarding the salary for the position based on the work location.

If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at [email protected]. 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.

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