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Quality Assurance Specialist

2 months ago

Omaha, Nebraska, United States Omaha Public Power District Full time
Responsibilities

The Quality Assurance Specialist provides oversight, feedback and trending on a variety of OPPD's customer interactions, systems and processes across any/all agent assisted communication channels including phone, digital, and walk-ins. This role participates as a liaison handling new hire onboarding, monitoring, Voice Of Customer, team communication/job knowledge and promotion type activities.

1. Key business contact for Quality Assurance activities in Customer Care Services.
- Assist with the design and development of quality assurance related measurements and guidelines towards achievement of individual and department goals. Collaborates with internal auditing SMEs for key process reviews.
- Oversee all areas and individual monitoring programming and serves as a contact center platform SME for the quality monitoring module within the platform. Also serve as department subject matter expert with call scrubbing activities.
- Collaborate with Market Research and Supervisor team to better understand customer insights and quality commitments. Communicates key areas of success and opportunities on a regular interval as required based on tenure, quality trends, and customer feedback.
- Engage in daily traffic monitoring activities to keep wait times low and customer attentiveness high. Work with employees and supervisors on action plans to address productivity challenges, problems, and/or resistance. Deep dive reporting in addition to ordinary reporting.

2. Responsible for department coordination and general support.
- Collaborate and facilitate training and others tasks related to new hire onboarding and team promotions. When needed, assist with department informational tours.
- Identify opportunities for improvements to customer systems, processes and performance through quality assurance monitoring, analysis, and trending in order to achieve a high level of efficiency and customer satisfaction via collaboration, coaching, and communication.
- Review and formulate department communications in a timely, clear, consistent, and professional manner to stakeholders. When needed, researches and collaborates with other resources, making recommendations for appropriate method of delivery of change/communication requests.
- Collaborate with department leaders and process document owners to ensure on-line business processes and reference documents contain accurate and useful information.

3. Monitor and share industry best practices and trends for contact center performance (e.g. Gartner, Chartwell Esource, NiceInContact Community, etc).

4. Participate in onsite center support, duty supervisor rotation and storm restoration efforts, as needed.


Qualifications

Required:
- Bachelor's degree in business administration, related field or three (3) years of equivalent experience in quality monitoring and/or related contact center capacity.
- Strong problem solving and high level of detail orientation.
- Excellent communication skills.

Desired:
- Ability to identify gaps in best practices; perform research, offer alternate solutions and influence change.
- Ability to effectively plan and manage priorities and projects, and demonstrate effective problem resolution skills.

Time Demands:
1. This position is considered an "essential position" meaning when business necessity and continuity needs are emergent, this position will be required to report to work and may be required to work hours beyond an employee's normal shift.
2. Maintain regular and predictable attendance in alignment with Departmental policy.
3. Must maintain 24-hour availability for technical and professional assistance, emergency response, and directing remedial action in response to such emergencies, as well as maintain availability as required for on call duty.


Closing Statement

Salary Grade 2

Foundation: $69,530

Midpoint: $86,913

At Omaha Public Power District, we're passionate about three things: power, the people who make it, and the people who rely on it.

WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.

WE'RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We're dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.

OUR JOB: To provide power with a purpose. We have real impact - on people's lives, on the environment, and on the future of energy. We're always looking for bright, capable people who want an opportunity to lead from where you are, wherever you are, and know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.


Org Marketing Statement

EOE: Protected Veterans/Disability


How To Apply

Apply online at on or before July 18, 2024.

Recruiter: Jennifer Skupa - #LI-JS1

**PLEASE NOTE** - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.


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