Job Description

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

/PURPOSE

Evaluates, develops, and aligns processes both in-house and with Suppliers regarding Quality Assurance practices. Complete random audits on Suppliers to ensure the quality of service being provided is meeting standards. Analyzes quality monitoring results and provides feedback to the stakeholders on improvements that need to be made. Recommends processes for review, re-design or enhancement based on findings.

JOB DUTIES/RESPONSIBILITIES

• Collaborate and validate Supplier Quality Assurance (QA) processes
• Act as a SME for Supplier QA calibrations to resolve alignment issues
• Deep-dive analysis into QA results, identifying opportunities to drive better center performance
• Random auditing of contacts in order to assess customer experience and identify trends or regulatory concerns
• Work with vendor to design, approve, and implement operational changes, including continuous improvement objectives
• View Outage leader (storm role)

MINIMUM REQUIREMENTS

Minimum education required of the position

• Bachelor’s degree from an accredited institution or equivalent experience.

Minimum experience required of the position

• CSS I: 5+ years experience within a customer service environment
• CSS II or Sr: 8+ years experience within a customer service environment

Preferred: Quality monitoring experience within the utility environment. Experience handling all call types, Consumer, Service Initiation, Technical, Credit, Irrigation, and Business. Experience in the role of the representative (e.g., CCR) is strongly desired as the incumbent is then familiar with the processes they are evaluating.

Minimum knowledge, skills and abilities required of the position

1. Exceptional listening and analytical skills.

2. Strong attention to detail.

3. Demonstrated strong work ethic and exceptional levels of accountability and self-drive.

4. Excellent oral, written, and interpersonal communication skills.

5. Experience with quality monitoring of multi-channel contact types.

6. Strong knowledge of contact center processes.

7. Demonstrated ability to work well in a team environment.

8. Dedication to providing exceptional customer service.

Any certificates, licenses, etc. required for the position

None

#LI-AH1

Primary Location: Arkansas-Little Rock Arkansas : Little Rock
Job Function Professional
FLSA Status Professional
Relocation Option: No Relocation Offered
Union description/code NON BARGAINING UNIT
Number of Openings 1
Req ID: 122884
Travel PercentageUp to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.