At AES, we raise the quality of life around the world by changing the way energy works. Everyone makes an impact every day in our small, global teams. Apply here to start an extraordinary career today.

BASIC REQUIREMENTS:

• Minimum High School graduate with additional educational or professional training preferred.

• Must have strong computer skills: At least (2) years experience using Microsoft products , strong knowledge of Microsoft Excel.

• Previous experience dealing with sensitive and/or confidential information.

• Ability to work independently, prioritize work and meet deadlines.

PREFERRED SKILLS:

• Strong technical understanding of CAS and extensive knowledge of how to maneuver through CAS preferred.

• Applicable understanding of regulatory guidelines and how those relate to our business.

• Excellent verbal and written communication skills.

• Able to provide critical feedback in a constructive manner.

• Must be able to quickly adapt to changing business needs.

• Customer Services and/or contact center experience.

• Able to analyze data and make recommendations for improvement.

• Experience monitoring quality of Customer Services contacts.

POSITION SCOPE:

Under general supervision, is responsible for monitoring and analyzing the quality of Customer Services contacts and activities.

PRIMARY RESPONSIBILITIES:

• Monitors calls, emails or any other method of contact in Customer Services on a daily basis.

• Analyzes quality performance of Customer Services department, identifies trends and suggests possible solutions for improvement opportunities.

• Provides Customer Services leaders with agent performance trends, which is then used in their coaching sessions.

• Develops topics for refresher training regarding soft skills, business practices and procedures.

• Assists in training endeavors as needed.

• Work closely with peer(s) at other AES companies to ensure consistency of practices when applicable.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.

Accelerating the future of energy, together

Our people are our energy and have transformed AES into the type of energy company that the world needs today and in the future. Coming from all walks of life, our people share a passion for improving lives by advancing the energy sector through innovation, collaboration and action.

We are working in an industry that requires new thinking and ways of working together to create solutions that are both economically and environmentally viable, not just one or the other.

We are looking for passionate people to join us in our mission to accelerate the future of energy.

Are you ready to join us? www.aes.com/careers