Customer Quality Assurance Manager - Melville, United States - PSEG

PSEG
PSEG
Verified Company
Melville, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Requisition: 78064


PSEG Company:
PSEG Long Island


Salary Range:
$ 101,600 - $ 160,900


Incentive:
PIP 15%


Work Location Category:
Hybrid

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow.

In support of this model, roles have been categorized into one of four work location categories:

onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.


PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business.

Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.


Job Summary:


Responsibilities:


  • Develop process improvement initiatives that are targeted at driving improved scores in J.D. Power residential and business surveys.
  • Collaborate with Subject Matter Experts in multiple departments to design, develop and implement process improvements and associated training initiatives to improve customer interaction and improve PSEG Li's efficiency.
  • Track and report monthly QA call center scores, conduct analysis on findings through observing calls and provide recommendations to Call Center management.
  • Interact with PSEG LI management, to clearly communicate initiatives and effectively progress efforts and support for initiatives geared towards improving customer communication and feedback.
  • Responsible for QA reporting utilizing NICE CXOne system, creating new QA templates for scoring as needed, and working with vendor as needed for additional reporting functionality.
  • Analyze data to identify trends and root cause of problems to determine where efforts should be focused.
  • Participate in team meetings to discuss customer service trends, agent reviews, feedback, and implementation of any process change recommendations and training needs
  • Calibrate analysts' evaluations to ensure consistency and accuracy in scoring

Job Specific Qualifications:


  • Required:
  • A Bachelor's Degree plus a minimum of 8 years of call center/customer service, or quality assurance. In lieu of a degree, 12 years of call center/customer service, or quality assurance will be considered.
  • Demonstrated experience leading multiple teams initiatives simultaneously
  • Proven experience in in QA/QC environment
  • Demonstrated strong analytical and problem solving abilities
  • Passionate about customer experience and helping the team to achieve its vision Excellent verbal and written communication skills
  • Demonstrated selfstarter with the ability to lead a team of diverse individuals working towards a common goal Familiarity with J.D. Power and/or other electric utility voice of the customer tools and resources
  • Desired:
  • Strong public speaking and presentation skills. Demonstrated critical thinking and strategic planning
  • Demonstrated proficiency with systems/tools

Proficiency in MS Suite:
Excel, Word, PowerPoint; Tableau, NICE, etc.,

  • Advanced ability to clearly present complex material and concepts
  • Flexibility when working on multiple initiatives simultaneously and often with little/no notice when priorities change.
  • Demonstrated proficiency with Customer Information Systems
  • Electric utility experience
  • Six Sigma training (or equivalent)
  • Familiarity with J.D. Power and/or other electric utility voice of the customer tools and resources Knowledge of energy industry practices and systems

Minimum Years of Experience:


  • 8 years of experience
    Education:
  • Bachelors
    Certifications:
  • None Noted
    Disclaimer:
Certain positions at the Company may require you to have access to Part 810-Controlled Information.

Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.

Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.

If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, includi
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