National Rural Electric Cooperative Association Quality Assurance Analyst 1 in Corinth, Texas

Quality Assurance Analyst 1

Job ID:35656224

Position Title:Quality Assurance Analyst 1

Company Name:CoServ

Job Function:Other

Job Type:Full-Time

Location(s):Corinth, Texas, 76210, United States

Posted:June 15, 2017

Job Duration:Indefinite

Min Education:H.S. Diploma/Equivalent

Min Experience:1-2 Years

Required Travel:0-10%


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Job Description

Position Summary

The Quality Assurance Analyst 1 –This position is a support role for the customer service representatives. The QA Analyst sends all written correspondence, credit reference letters, proof of occupancy letters and mails or emails duplicate statements to members making sure that the information sent is in the correct format and includes accurate information.

Primary Position Responsibilities

  • Complies with established CoServ safety and operating rules, procedures, and guidelines. Responsible for reporting unsafe practices to a supervisor.

  • Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines. Responsible for reporting suspected information security incidents to Tech Support.

  • Must abide by department standards

  • Know and understand the CoServ Vision statement and Core values

  • Processes all faxed credit reference letters by determining if information is sufficient to waive the electric or gas deposit owed on account

  • Process all faxed death certificates by noting account and taking them to the billing department in a timely manner

  • Process all tasks assigned to CS Resource Consisting of: Requested credit reference letters, requested proof of residency, copies of Statements, Ad hoc letters to members as requested

  • Responds to all emails addressed Processes all name changes requested by members after receiving required legal documents validating name change

  • Delivers customer service mail to appropriate parties

  • Runs letter management daily – Print out and mail all letters written by CSRs and other departments

  • Work online requests for new service

  • Works matching social and driver’s license report to correct member numbers and identify possible name changes

  • Processes automatic bank draft authorization forms received by mail or front office

  • Processes requests to change out AMI meters to NSMS meters, takes payments to cashiers and runs action to have meter switched out

  • Reviews calls as needed for clarification on tasks

Secondary Position Responsibilities

  • Learns how to work daily QA reports

  • Coaches customer service reps on errors

  • Learns how to work a Red Flag Referral

  • Learns how to work tasks assigned to QA department, entering adjustments and running transaction pickup routine

Job Requirements

Experience Required

  • Must have minimum one year call center experience

  • Must have a proven performance record in all standards measured

  • Possess a full understanding of the customer service representative’s duties

  • Ability to effectively communicate both orally and in writing

  • Adaptable to change

Experience Preferred

  • Knowledge of Excel and Word

Skills and Abilities Required

  • Must use good grammar

  • Ability to learn effective use of various software applications

  • Ability to multi-task

  • Self-starter, requiring little supervision

  • Able to be diplomatic while coaching customer service representatives

  • Ability to abide by CoServ’s privacy policy

Physical Requirements

  • Indoor, office environment.

  • Operates office equipment such as a computer, telephone, fax machine, copier, etc.

  • Ability to lift a minimum of 25 pounds.

  • Ability to drive occasionally.

  • Ability to sit for long periods of time.

  • Requires frequent sitting, standing, walking, bending, and reaching

Other Requirements

  • Must have and maintain a valid Texas driver's license


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