Job Description

Join the Clean Energy Revolution

Become a Quality Assurance (QA) Process Improvement Specialist at Southern California Edison (SCE) and build a better tomorrow. In this job, you will be responsible for evaluating the quality of service provided by Energy Advisors (ENAs) within the Customer Contact Center (CCC). You will help to promote an environment of service orientation and continuous improvement to strengthen quality across the CCC. This will be done by monitoring ENAs interactions with customers, tracking and analyzing performance at the individual and organizational level, and providing feedback/recommendations on methods to improve quality. The successful candidate will be responsible for the analysis and reporting of quality management data systems to identify root causes and trends, and recommendations to management (e.g. training opportunities, process/system changes). You will also provide mentoring to ENAs on how to improve customer interactions and share best practices.

As a QA Process Improvement Specialist, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

A day in the life Get ready to think big, work smart and shine bright!

* Monitor customer interactions through phone calls for quality and compliance on mandated policies and guidelines.
* Interpret and apply current CCC policies, procedures, and guidelines to evaluate performance of ENAs.
* Provide both verbal and written feedback to ENAs and supervision on the quality of customer service being provided.
* Build and update databases to analyze QA data, identify trends, and generate reports/presentations for management.
* Conduct in depth analysis of QA data at an individual and organizational level and present findings on customer trends, opportunities for training and mentoring, and recommendations on process gaps.
* Provide training support by facilitating soft skills training and providing suggestions on training content.
* Coordinate and facilitate call calibration sessions for CCC & vendor staff.
* Perform other duties and responsibilities as assigned.

Qualifications
The essentials

* Three or more years of experience in the field of analysis: gathering data, performing analyses, trending, root cause analysis, applying critical thinking and providing recommendations.
* Two or more years of experience with Microsoft Excel performing advanced functions such as VLOOKUPs, pivot tables, filtering/sorting, charts and graphing.

The preferred

* Bachelors Degree or higher.
* Two or more years of Customer Contact Center and/or call center experience.
* One or more years of experience using customer service management systems, such as Customer Service System (CSS) or Call Workflow Optimization (CWO).
* Two or more years of experience in quality assurance or training environment.
* Bilingual (i.e. English/ Spanish/Korean/Chinese/Cambodian) language skills.
* Experience with Commercial & Industrial Accounts (C&I).
* Experience analyzing processes, interpreting policies and procedures (such as CPUC regulations) and developing recommendations on process improvement.
* Experience monitoring and evaluating job performance against policies and procedures, as well as providing performance feedback to others.
* Experience utilizing analytical software tools, i.e. Microsoft Office Applications, Adobe, etc, to build and edit reports, graphs, and presentations.
* Strong oral and written communication skills.
* Ability to collaborate cross functionally to achieve business goals.
* Ability to work independently on multiple projects/assignments with minimal oversight under tight timelines.
* Project Management and/or Six Sigma certification.
* Ability to manage confidential records and time sensitive information.

You should know

* Visit our Candidate Resources page to get important information related to benefits/perks, testing, candidate tips, hiring process, and more!

About Southern California Edison

The people here at Edison don't just keep the lights on. Our mission is so much bigger. We are fueling the kind of innovation that is changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customer with the safety and reliability they demand. At SCE, youll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. LI-LH1