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Quality Analyst

12/13/2017Call Center
Job Location:
, NJ
Metro Area:
NJ - Southern
Company Name: South Jersey Industries
Website:  Click to Visit
South Jersey Industries
At South Jersey Gas we provide safe, reliable and affordable natural gas service to customers across the seven southernmost counties of New Jersey. We are passionate about helping our customers warm their homes and businesses, dry their clothes and cook their meals. We are equally passionate about ensuring that our customers have an exceptional experience, each time they interact with our Customer Contact Center, without exception. As a representative in the South Jersey Gas Customer Contact center, you’ll be at the heart of our customer service operations, delivering first-class service with every interaction. In our fast-paced contact center, you’ll be at the forefront of our commitment to customers – to keep them safe, resolve inquiries regarding billing, setting up new or transferring service, and general inquiries.

*This position will be moving to Atlantic City in 2018

The Quality Analyst will proactively develop quality standards and performance improvement goals, conduct ongoing analysis of the Contact Center's and Dispatch’s QA performance results, and monitor to ensure success towards achieving customer experience goals and objectives. The Quality Analyst will also conduct periodic reviews to ensure consistency and compliance with policies, procedures, and workflow guidelines. Responsibilities includes testing the quality and consistency of the control framework, ensuring that contact center representatives are performing within the prescribed limits, providing constructive, consistent and objective feedback to leaders, managers and representatives regarding representatives’ performance, and identifying gaps in training and/or process issues. In addition, the Quality Analyst will provide guidance and expertise on how the department can improve from those results to allow SJG to become the industry leader in customer service.

Bachelor’s degree in business or public administration, finance, computer science, or a related field

-Three years of experience in systems, operations, procedures, research or analysis.
-Six-Sigma background preferred
-Experience developing Quality Assurance standards in a related field

Other Skills and Requirements:
-Bilingual, Spanish language proficiency preferred
-Analytically inclined with attention to detail and accuracy
-Strong organizational skills
-Ability to work independently
-Ability to work under pressure and prioritize work appropriately
-Excellent time management skills
-Maintains the confidential nature of sensitive data
-Strong communication skills (written, verbal, active listening) to evaluate the quality of each recorded call and provide objective and constructive feedback
-Interpersonal skills/interpersonal understanding to deliver the feedback effectively to contact center manager and representatives
-Team oriented, proven ability to collaborate and work effectively within the team and ensure consistency in how recorded calls are evaluated and feedback provided
-Outstanding customer service skills and dedication to providing exceptional customer care

Essential Functions:

-Review required targets and productivity measures for calls; such as time on each call, wait time for clients, appropriate service levels provided, sales targets achieved and number of calls received.
-Provide ongoing analysis of recorded and real time customer interactions from inbound calls and email inquiries. Provide evaluations on the UAR technical and behavioral competencies.
-Provide regular/ ad-hoc reporting and trend analysis regarding the Contact Center's and Dispatch’s QA results. Provide written recommendations for the Contact Center's and Utility Services & Dispatch’s Leadership Team on how to expand QA program, process improvements, training, and coaching opportunities.
-Utilize feedback from customers to facilitate improved quality of services being provided
-Identify areas for service improvement and design service improvement plans
-Responsible for working closely with the contact center representatives and management team on ensuring team is meeting KPI quality measurements.
-Review recorded calls with representatives, supervisors, and managers ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required
-Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for calls with customers
-Utilize effective listening skills to assess quality and customer service and where there are gaps in performance, identify if there are any systematic shortcomings in performance and provides feedback to contact center manager regarding process improvement suggestions
-Assess if any gaps in performance are due to factors outside of the representatives’ control such as unclear processes, product confusion, or higher than normal call volumes and provides this feedback to either contact center manager / leaders, or, directly to process teams.
-Accurately and objectively record the required information into the appropriate documentation based on each call or online communication.
-Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required

Explore the Possibilities
If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

We foster individual talents and abilities while promoting the value of teamwork

Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer

Candidates Must apply via our web site.

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