Portland General Electric Training Specialist in Tualatin, Oregon
This is an exciting time to join Portland General Electric. As Oregon’s largest electric utility, Portland General Electric is leading an energy transformation that will harness the power of clean and renewable resources. Our vision for a clean energy future relies on three interrelated and overarching strategies: de-carbonize through investing in clean and reliable energy; modernize through a smarter more resilient grid; and empower our customers in their energy technology choices.
We’re searching for innovative, customer and results-obsessed leaders to help power our mission and lead the way in championing the world’s clean energy future!
At PGE, we are committed to helping our customers and the communities we serve achieve a clean energy future. This vision is embedded in all functions and across all roles. The Training Specialist will build and facilitate training content to provide extraordinary customer experiences through innovative solutions that create an integrated, clean energy future for all. They will be highly motivated to deliver on measurable outcomes; care about employee and customer experience and will experiment with different approaches to arrive at imaginative solutions to roadblocks in training engagement. This Specialist will utilize industry sources and benchmarking tools to envision training engagement at PGE as it aligns to our future organizational strategy.
Conducts research and analysis of feedback and available data or leads collaborative efforts to do so and determines which learning gaps exist; decides which gaps need to be addressed; works with managers to develop and deliver on-the-job learning and upskilling for employees.
Reviews and analyzes changes in process/procedures; leads or participates in evaluating high-impact processes on customer experience, revenue management or operational efficiency for quality, ensuring compliance with sound processing practices and company policy; provides technical advice on existing, new or revised procedural changes and process issues; investigates and resolves process and procedural problems; advises management on impacts of new processes and recommends changes.
Depending on area of specialization, analyzes and reviews desired outcomes and current practices and decides or develops “best way” process; documents and updates “best way” processes in system of record and promotes user acceptance; creates, refines and maintains articles in the system; tracks and analyzes system user feedback to maximize tool usability and information reliability.
Facilitates regular calibration sessions to ensure consistency of quality-monitoring program; researches, analyzes and shares current QA trends and provides updates and QA tips; provides managers with recommendations for coaching and training employees; seeks feedback to refine the QA program; provides QA subject matter expertise and contributes to business-unit direction related to quality management.
Works with team to continuously refine and develop quality-monitoring program that includes guidelines, scoring methodology and tracking/trending results; leads efforts to implement changes to program.
Depending on area of specialization, develops and refines quality assurance metrics and processes; conducts quality assurance evaluations for customer transactions; decides which transactions meet quality standards and what feedback employees need to improve; determines the quality score for each interaction; researches and identifies trends, issues and deficiencies and initiates projects or initiatives for filling gaps; makes recommendations for and implements process changes; participates in compiling and presenting QA information in reports, scorecards and various other forms.
Requires a bachelor’s degree in business, technology or other related field or equivalent experience.
Typically two or more years of combined experience in customer service, quality assurance, knowledge management or related field(s).
Competencies (Knowledge, Skills, Abilities)
Working knowledge of and ability to apply knowledge management and quality assurance principles and goals
Working knowledge of business process improvement procedures, practices and standards Working knowledge of customer service operations
Working knowledge of electric utility rates, tariffs, rules, regulations, policies and procedures Working skills in using and administering a knowledge-management system
Working skills in process-map development
Working skills in using Microsoft Office and customer information and meter data systems
Working analytical thinking skills
Working business process interrelationships skills
Intermediate influence skills Intermediate interpersonal skills
Working meeting facilitation skills
Working organization and prioritization skills
Working problem-solving skills Intermediate written and oral communication skills
Join us today and power your potential!
To be considered for this position, please complete the following employment application by the posting close date. A cover letter may be needed with your application to be considered for this position.
PGE believes in rewarding strong performance. We provide a total compensation package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future.
PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
Talent Acquisition Contact:
This job posting will close at 12:01 am Pacific Time on the closing date listed below:
At Portland General Electric, we’re innovators, builders, and achievers. We’re committed to powering our customers’ potential and making a difference for our community and the planet. Today, that commitment includes developing an intelligent and resilient electric grid, electrifying transportation and de-carbonizing the energy sector.
We’re proud to deliver an exceptional experience to help our customers thrive. Our mission is to make clean, reliable and affordable energy services available to all. We obsess over serving customers and are committed to growing employee career paths with purpose. Equity and inclusion are core business values; we celebrate our differences and are committed to developing teams that reflect the communities we serve.