What are the responsibilities and job description for the QA Specialist position at Constellation?
Who We Are
As the nation's largest producer of clean, carbon-free energy, Constellation is focused on our purpose: accelerating the transition to a carbon-free future. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute.
Our culture and employee experience make it clear: We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things and help fight climate change. Join us to lead the clean energy future.
TOTAL REWARDS
Constellation offers a wide range of benefits and rewards to help our employees thrive professionally and personally. We provide competitive compensation and benefits that support both employees and their families, helping them prepare for the future. In addition to highly competitive salaries, we offer a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including a robust wellness program; paid time off for vacation, holidays, and sick days; and much more.
Expected salary range of $50,400 to $56,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).
Primary Purpose Of Position
This full-time, key position reports directly to the Sr Manager, Training & QA Manager and is responsible for performing regular Quality Assurance monitoring on internal agent performance and conduct coaching sessions to provide timely, impactful feedback on identified strengths and needed areas of improvement. QA specialist will identify and communicate trends in their monitoring to the leadership and send regular QA reports containing scores and insights. Specialist will work to ensure QA process is complementary and in support of business outcomes such as CSAT/NPS metrics. Specialist may be asked to provide feedback to partner centers in Calibrations or after ad-hoc audits.
Primary Duties And Accountabilities
As the nation's largest producer of clean, carbon-free energy, Constellation is focused on our purpose: accelerating the transition to a carbon-free future. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute.
Our culture and employee experience make it clear: We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things and help fight climate change. Join us to lead the clean energy future.
TOTAL REWARDS
Constellation offers a wide range of benefits and rewards to help our employees thrive professionally and personally. We provide competitive compensation and benefits that support both employees and their families, helping them prepare for the future. In addition to highly competitive salaries, we offer a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including a robust wellness program; paid time off for vacation, holidays, and sick days; and much more.
Expected salary range of $50,400 to $56,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).
Primary Purpose Of Position
This full-time, key position reports directly to the Sr Manager, Training & QA Manager and is responsible for performing regular Quality Assurance monitoring on internal agent performance and conduct coaching sessions to provide timely, impactful feedback on identified strengths and needed areas of improvement. QA specialist will identify and communicate trends in their monitoring to the leadership and send regular QA reports containing scores and insights. Specialist will work to ensure QA process is complementary and in support of business outcomes such as CSAT/NPS metrics. Specialist may be asked to provide feedback to partner centers in Calibrations or after ad-hoc audits.
Primary Duties And Accountabilities
- Quality Assurance Monitoring Specialist will perform weekly Quality Assurance monitoring for internal agents and provide feedback to agents highlighting strengths as well as areas of opportunity for calls, chats, and email interactions as appropriate.
- Reviews Specialist will perform regularly occurring reviews (PCC Holds, Language tracker, Survey Feedback Queue) are being performed and ad-hoc call reviews as needed.
- Calibrations Specialist will participate constructively in internal and partner-focused calibrations and listening sessions and provide feedback as needed.
- Quality Assurance Reporting Specialist will provide necessary information for monthly Quality Assurance reports ensuring the completeness, timeliness and accuracy of this reporting. QA reporting may include scores, strengths, areas of opportunity, trends and potential training/process gaps.
- New Hire Sign Off Specialists will spot check new hires of internal and partner site during their initial period interacting with customers in order to identify concerns/gaps.
- CSAT Review Customer Satisfaction surveys and identify gaps and opportunities. Incorporate insights into QA coaching sessions.
- CSAT Review Customer Satisfaction surveys and identify gaps and opportunities. Incorporate insights into QA coaching sessions/
- Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint)
- Ability to communicate effectively and professionally with internal and external parties at all levels within the organization
- Ability to Perform Quality Assurance monitoring and provide regular and timely feedback to agents
- Effectively coach 1:1 with agents, as well as provide feedback to partners or leadership in calibrations/Listening Sessions.
- Bachelor's degree
- Prior experience in the retail energy industry and/or regulated energy industry
- Prior experience in using CRM
- Working knowledge of UDC/ISO market EDI transactions
- Previous Call Center Quality Assurance/Coaching experience a plus
- Previous vendor management experience a plus
Salary : $50,400 - $56,000
