South Jersey Industries Senior Quality Analyst in United States

At South Jersey Gas we provide safe, reliable and affordable natural gas service to customers across the seven southernmost counties of New Jersey. We are passionate about helping our customers warm their homes and businesses, dry their clothes and cook their meals. We are equally passionate about ensuring that our customers have an exceptional experience, each time they interact with our Customer Contact Center, without exception. As a representative in the South Jersey Gas Customer Contact center, you’ll be at the heart of our customer service operations, delivering first-class service with every interaction. In our fast-paced contact center, you’ll be at the forefront of our commitment to customers – to keep them safe, resolve inquiries regarding billing, setting up new or transferring service, and general inquiries.

*This position will be moving to Atlantic City in 2018

Basic Function:

Develops quality standards and performance improvement goals, conducts ongoing analysis of the Contact Center's and Dispatch’s QA performance results, and monitors Customer contacts and business processes to ensure success towards achieving customer experience goals and objectives. Establishes guidelines and conduct reviews that ensure consistency and compliance with policies, procedures, and workflows. Responsible for establishing and continually monitoring performance standards, working with business leaders to tailor quality guidelines to business objectives, maintaining a working knowledge of industry best practices in Customer Experience, performing on going monitoring of contacts and business processes, and providing recommendations on how learnings can be leveraged as training and process improvement opportunities. Provides direct, consistent, and constructive feedback to staff at various levels, and is responsible for supporting agent development through on-going coaching, while also providing recommendations on how the department can improve from those results to allow SJI to become an industry leader in customer service.

Education:

Bachelor’s Degree

Business administration, finance, computer science, or a related field.

Years of Required Experience:

  • 5 years work experience required

  • 3 years of experience in a Contact Center environment

  • Experience developing Quality Assurance standards in a related field

Qualifications/Skills:

  • Analytically inclined with attention to detail and accuracy

  • Strong organization and time management skills, with an ability to work independently in a fast-paced environment and prioritize work appropriately

  • Maintains the confidential nature of sensitive data

  • Excellent interpersonal and coaching skills – ability to deliver constructive, direct and objective feedback to contact center managers and representatives while supporting customer service agent development through guidance, mentoring and coaching

  • Outstanding customer service and communication (written, verbal, active listening) skills

  • Ability to identify, investigate and implement process improvement opportunities and make recommendations to leadership based on findings from Quality Assurance process

  • Ability to provide solutions to complex issues

Other:

  • Bilingual, Spanish language proficiency preferred

  • Six-Sigma background preferred

Essential Functions:

Monitor and score various Customer contacts including inbound and outbound calls, emails, emergency calls, and chat/social media engagements. Develop and maintain a working knowledge of organizational processes, procedures, and goals. Perform reviews of process guidelines and oversee proper execution of those processes Schedule and conduct regular coaching sessions with representatives to review scored contacts, create and implement personalized development plans;work closely with Contact Center leadership to monitor representative development Provide regular and ad-hoc reporting and trend analysis regarding the Contact Center's and Dispatch’s QA results. Provide recommendations for the Contact Center's and Utility Services & Dispatch’s Leadership Team on how to expand QA program Provide ongoing analysis of recorded and real time customer interactions and leverage learnings to make recommendations to leadership on training and process improvement opportunities Utilize feedback from customers and industry best practices to facilitate improved quality of services being provided Assess root cause for any gaps in performance and determine remediation steps, such as training gaps, agent performance issues, or process improvement opportunities. Responsible for working closely with the contact center representatives and management team on ensuring team is meeting KPI quality measurements, and identifying areas for service improvement and design service improvement plans Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for calls with customers Work with leadership to continuously enhance the employee experience

  • Performs other duties as assigned.

Physical Requirements:

  • Sitting

Environmental Working Conditions:

  • Normal Office Environment

Business Travel Required: None

Explore the Possibilities

If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

  • We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

  • We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

  • We foster individual talents and abilities while promoting the value of teamwork

  • Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer

South Jersey Industries (NYSE: SJI), an energy services holding company based in Folsom, NJ, operates its business through two primary subsidiaries. South Jersey Gas, one of the nation's fastest growing natural gas utilities, delivers clean, efficient natural gas and promotes energy efficiency to over 365,000 customers in southern New Jersey. SJI's non-regulated businesses, under South Jersey Energy Solutions, promote efficiency, clean technology and renewable energy by developing, owning and operating on-site energy production facilities ' including Combined Heat and Power, Solar, and District Heating and Cooling projects; acquiring and marketing natural gas and electricity for retail customers; providing wholesale commodity marketing and risk management services; and offering HVAC and other energy-efficiency related services. For more information about SJI and its subsidiaries, click here.