- 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).
- Preferred experience with Captivate, Articulate, Canva and Camtasia
- 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
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Training Specialist - Portland, United States - Portland General Electric Company
Description
At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven't stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We're always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.
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.
Key Responsibilities
Education/Experience/Certifications
Competencies (Knowledge, Skills, Abilities)
Functional Competencies
General Competencies
