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Customer Experience Quality Assurance Specialist
2 months ago
We are seeking a highly skilled Customer Experience Quality Assurance Specialist to join our team at PSEG. In this role, you will work closely with our Call Center Department to observe, audit, and provide feedback to customer service representatives on their interactions with customers.
Key Responsibilities:
- Listen, audit, and score customer service calls and emails to ensure high-quality customer interactions
- Provide feedback to supervisors and managers on customer service representative performance
- Collaborate with QA Analyst peers and QA Manager to ensure consistency in QA scoring and auditing
- Participate in training new customer service representatives on QA processes and requirements
Requirements:
- Bachelor's degree and 2 years of analytical experience, or 6 years of analytical experience in lieu of a degree
- Demonstrated experience working with cross-functional teams and process improvement initiatives
- Proficient in MS Office (Word, Excel, PowerPoint)
- Ability to work well in a team environment and provide constructive feedback
- Flexibility to work on multiple initiatives simultaneously and adapt to changing priorities
Preferred Qualifications:
- Advanced degree
About PSEG:
PSEG is a leading energy company dedicated to providing safe, reliable, and affordable energy to our customers. We are committed to diversity, equity, and inclusion, and strive to create a workplace culture that values and respects the contributions of all employees.
