- Review reporting and data to identify potential problems within B2C Operation.
- Support B2C Operations teams by utilizing critical and analytical thinking skills to determine a favorable resolution for stakeholders.
- Monitor and manage escalated operational issues focusing on resolutions to resolve customer complaints, service disruptions, and process inefficiencies.
- Have knowledge of market, compliance, and regulatory rules.
- Preform operational processes that correct or maintain data within systems.
- Evaluate large amounts of data flow within systems for quality and accuracy.
- Determine root cause analysis and make long-term solutions recommendations as issues arises.
- Assist in developing and completing testing for upcoming projects and enhancements.
- Analyze data to identify trends and patterns requiring escalation or process improvement.
- Maintain and develop documentation for procedures, compliance reporting, and audits.
- Consistently review the integrity of data for operational processes for enhancements and efficiency within B2C Operations.
- Provide and share insights, best practices, and recommendations for enhancing operational efficiency and customer experience.
- Interact, communicate, and collaborate with various stakeholders to understand, identify, and address critical issues.
- Flexible with frequent shifting priorities and projects.
- Other duties as assigned.
- 5+ years' experience in Retail Energy with 3+ years in highly analytical data analyst role.
- Experience in working with ERCOT and TX utilities.
- Proficient use of Microsoft Office programs including Word, Outlook, and strong Excel skills.
- Initiative-taking with the desire to consistently improve performance and gain further knowledge.
- Strong analytical and problem-solving skills; must be able to provide timely and accurate data analysis.
- Strong business writing skills and experience developing communication in various formats.
- Strong interpersonal skills.
- Learner mindset and eye for continuous improvement needs.
- Excellent organization and time management skills, with the ability to maintain a strict level of attention to detail.
- Ability to work well within a team environment and demonstrate a vested interest in team goals and objectives.
- Excellent interpersonal, verbal, and written communication skills, with the ability to establish and maintain positive and effective working relationships.
- Self-motivated with the desire to consistently improve performance and gain further knowledge.
- Ability to meet deadlines, learn quickly and demonstrate effective problem solving and follow-up skills.
- Comply with company policies and procedure.
- Required to be in-person in Houston, TX through a hybrid workplace environment.
- Competitive Compensation
- Health Care - Medical/Dental/Vision/Prescription Drug Coverage
- 401(k) with Company Matching Contributions
- Flexible Spending Accounts (FSA)
- Health Savings Accounts (HSA)
- Disability Programs (STD & LTD)
- Employee Basic Term Life Insurance
- Generous Vacation & Company Holidays
- Flexible hybrid working schedule
- Training and coaching
- Tuition Reimbursement
- Paid Parental Leave
- And much more
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b2c quality assurance analyst i - Houston, United States - Shell Energy Solutions
Description
At Shell Energy Solutions, we believe there's a better way to power your business and home.
Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, our cleaner, affordable, and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also have set out to deliver the very best experience to our customers across all our channels.
Shell Energy Solutions mission is delivering cleaner energy solutions for a brighter tomorrow by guiding customers toward a better energy future, enabling customer choice and by providing market-leading energy solutions.
Going above and beyond for our customers is what we're all about and we have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead, and we need to keep moving forward. Are you ready to help us get there?
WHERE YOU FIT IN
We are looking for a highly motivated individual with a genuine interest in energy, technology, and a passion to deliver products for a growing company. The (The B2C Operations Data Quality Analyst is responsible for monitoring the quality of data within B2C Operations reporting, activities, and processes. The Analyst will collaborate with customer service, regulatory, and other internal teams to deliver solutions and customer satisfaction. The Analyst will assume responsibility for investigating and resolving complex issues that have been escalated to B2C Operations. The Analyst must have strong communication and interpersonal skills with a problem-solving mindset, be a team player, and communicate proactively and concisely. In addition, it is the responsibility of the Analyst is to review data, research, and resolve issues while completing related daily operational activities.)
Reporting into the Operations Supervisor, the role requires self-motivated, dedicated, and responsible individual with the ability to perform well under pressure.
JOB DUTIES & RESPONSIBILITIES (Main RESPONSIBILITIES and duties)
Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Shell is a company with shared values. Honesty, integrity, and respect aren't simply a strapline: they are part of everything we do. What's more, Shell is an equal opportunities company, and we place the highest possible value on the diversity of our people and our inclusive approach. Join us and you'll belong to a world where you are proud of your achievements and propel your career with global opportunities. We care deeply about fostering a truly diverse workplace.
*Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.
