South Jersey Industries Supervisor, Quality Assurance and Training in United States

This position will be moving to Atlantic City in 2018

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.

The Supervisor, QA &Training will be responsible for overseeing the Contact Center Quality Assurance and Training programs, including developing and implementing quality standards, providing measurement, ensuring monitoring goals are met, and identifying opportunities for process improvement. In addition, they will oversee the training program for both new hire and on going training programs, identifying enhancements to the programs, and leveraging their experience from QA involvement to driving training agendas. They will coordinate closely with Contact Center leadership to maintain a thorough understanding of the Contact Center business and leverage their scope to drive an exceptional Customer Experience.

Qualifications:

Education:

  • Bachelor’s degree in business, finance or related discipline or

minimum of 5 years equivalent business experience in utility or customer centric transactional organization

Experience:

  • Minimum of five years’ experience in contact center leadership

  • Prior utility or related industry experience preferred

  • Demonstrated experience with quality management and quality improvement efforts

Other Skills and Requirements:

  • Expertise in root cause analysis and application and management of root cause analysis

  • Proven record of leading cross functional efforts to develop and improve processes and metrics

  • Knowledge and practice of industry benchmarking efforts and application of results

  • Strong coaching skills and the ability to deliver actionable feedback

  • Strong analytical, decision making, and problem-solving skills

  • Excellent communication and presentation skills with attention to detail

  • Ability to prioritize and organize work in a multi-tasked environment

  • Must foster an inclusive work environment and value all aspects of diversity

Essential Functions:

  • Oversee quality management, process improvement, training, and quality assurance for combined contact center, walk-in-center and dispatch functions.

  • Lead and oversee the design, implementation, and maintenance of quality standards, collaborating with leadership teams to continuously identify criteria and targets that positively impact customer experience key performance indicators.

  • Develop and produce quality metric reporting and present data at various levels throughout the organization.

  • Provide detailed analysis of quality assurance results, identify trends, and make recommendations for changes to process, procedures, and training.

  • Continuously analyze new hire and refresher training course and materials to identify improvements and create efficiencies.

  • Develop and maintain a calendar of training schedules for all training content.

  • Represent the QA department during call calibration sessions including interacting with internal and external partner contacts.

  • Champion customer needs; use insight and data to drive decisions on behalf of customers.

  • Develops and delivers innovative solutions to support customers and business operations.

  • Engage in company wide projects and initiatives to identify training and QA requirements, develop training content and facilitate delivery to all required staff.

  • Maintain professional knowledge of emerging trends in call center quality assurance and training, including attending educational workshops and conferences., and benchmarking best practices.

  • Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required.

This position will be moving to Atlantic City in 2018

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.