Southern California Edison Program Services Quality Assurance Analyst in Irwindale, California
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About Customer & Operational Services:
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
The successful candidate will be responsible for evaluating the quality of service provided by employees (that process all levels of exceptions, applications, invoices and orders) within the Program Services Organization in the Customer Contact Center. This individual will help promote an environment of best practice sharing and continuous improvement in an effort to strengthen quality across Program Services. This will be done by reviewing and analyzing employees work processed inCustomer Service System (CSS), Call Workflow Optimization (CWO)and/or various systems ensuring compliance with policies and procedures and service levels agreements. As well as tracking and analyzing quality assurance 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 systems to identify root causes, trends, and recommendations to management (e.g. training opportunities, process/system changes). This analyst will also provide feedback and training to employees on how to improve work processing and share best practices.
Review, analyze and interpret processing of various complex application reviews though account reviews and email communications for quality and compliance on mandated polices and guidelines
Interpret and apply current policies, procedures, and guidelines to evaluate quality performance of employees.
Provide both verbal and written feedback to employees, supervisions and management routinely on the quality of performance being provided
Conduct in depth analysis of accounts and data, apply critical thinking data at an individual and organizational level and present findings on trends, opportunities for training and coaching, and recommendations on process gaps.
Update databases to analyze (QA) data, identify trends, and generate reports/presentations for various levels of management
Provide training support by facilitating training sessions and providing suggestions on training content.
Coordinate and facilitate work processing calibration sessions for CCC staff and/or other stakeholders
Provide application processing support during high volume periods.
Perform other duties and responsibilities as assigned.
Three (3)years of experience in the field of analysis; gathering data, performing analyses, applying critical thinking and generating recommendations to stakeholders.
Two (2) years of experience with Microsoft Excel performing advanced functions such as VLOOKUP’s, pivot tables, filtering/sorting, charts and graphing
One (1)year of experience using Customer Service System (CSS) and/or Call Workflow Optimization (CWO).
Experience with interpreting and applying policies and procedures.
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 using analytical software tools to create and edit reports, graphs, and presentations and generate non-standard reports from business applications/databases.
Strong oral and written communication skills.
Ability to apply sound judgment, as well as quality management standards, to evaluate performance.
Ability to collaborate cross functionally to achieve business goals.
Ability to work independently on multiple projects/assignments with minimal oversight under tight timelines.
Demonstrated ability to integrate work across relevant areas, develop the business and services to enhance customer satisfaction and productivity, manage risks and safety appropriately, manage information, and provide exceptional service to internal and external customers.
Project management/ Six Sigma
Program services experience
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Relocation does not apply to this position.
This position will require an Excel assessment.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is 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.