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Philadelphia Gas Works · 2 months ago

Supervisor, Quality Assurance

US-PA-Philadelphia

Full-time

Onsite

Entry, Mid Level

1+ years exp

Philadelphia Gas Works is the largest municipally owned gas utility in the nation, supplying gas service to over 500,000 customers in Philadelphia. The Quality Assurance Supervisor is responsible for executing quality assurance plans, managing customer service performance, and providing coaching and feedback to ensure high standards are met in the Call Center operations.

EnergyOil and Gas

Comp. & Benefits

Responsibilities

Execute the Call Monitoring Program by performing periodic audits of phone calls to ensure new processes, quality standards are applied and implemented as defined by policies and procedures, participates in the call calibration process by monitoring and rating calls according to established Quality Monitoring Standard, provide feedback to Managers and Supervisors

Assist supervisors with individualized coaching and feedback for subordinate representatives by identifying low performers and developing monitoring corrective action plans to ensure maximum performance potential can be achieved

Execute processes for measuring departmental customer service performance including but not limited monitoring, assessments, and the use of objective rating tools as defined by the Quality Assurance Manager, identify improvements in the quality programs and communicate them to the QA Manager for continuous refinement

Administer the Gensys quality program but not limited to managing agent records, locking, and sorting records, ensuring all agents are recorded according to selected schedule, creating new accounts, assigning agents to groups and groups to supervisors, creating and distributing training clips and using the evaluation templates

Manage records in NICE or similar products, i.e. locate, review and extract calls, maintain accurate and up-to-date record keeping, in compliance with all departmental and administrative requirements, policies and procedures

Review, analyze and respond to customer surveys from metrics, matrix to ensure that customer service issues are addressed timely, utilize results to assist supervisors with coaching agents

Conduct customer satisfaction surveys: review customer surveys to ensure that customer service issues are addressed in a timely and efficient manner, identify correlation in training and/or performance issues, utilize data to measure effectiveness of program

Transition of new employees to the Call Center environment ensuring that fundamental skills and competencies are met prior to being released to the Supervisor, provide refresher training as needed

Develop measurement tools and reports to continually evaluate and improve the effectiveness of the program, provide regular daily, weekly, monthly, and ad hoc reports to Customer Affairs management team, analyze data, provide consultative recommendations

Recommend and communication methods to encourage representatives to achieve the quality initiative goals. (e.g., daily informational emails & PowerPoint presentations, employee recognition)

Keep abreast of and analyze current trends in the Call Center/Customer Service Center operations to ensure best practices are being implemented to achieve desired results

Handle supervisor callbacks that are initiated as a result of customer feedback (i.e. third-party surveys)

Support the oversight of the Overflow teams

Respond to emails in my account mailboxes as assigned

Perform other related duties, special projects and assignments as assigned

Qualification

Quality Assurance ProgramCustomer Service ConceptsLeadership AbilityMicrosoft OfficeCustomer Service SoftwareAnalytical SkillsVerbal CommunicationWritten CommunicationTeam Collaboration

Required

Associate degree in Business Administration or Equivalent of experience may be acceptable in lieu of degree

1 to 3 years of directly related experience working in the utility industry, billing/collections, customer service or similar work environment

Assist the Manager, Quality Assurance in managing, administering, and improving the Quality Assurance Program. Quality Assurance is a team effort, and the incumbent must possess necessary skills to function effectively in a high-performance team environment

Use current technology to identify training needs and report findings to staff and supervisors. Monitor, review, and analyze performance in the Customer Service Center and recommend appropriate actions to the Manager

Must have knowledge of regulations, policies, and procedures that govern Customer Affairs (e.g., Chapter 56, Chapter 14, and PGW Tariff)

Must have knowledge of customer service concepts with the ability to develop recommendations for training initiatives

Must have leadership ability with willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees to apply an effective and efficient customer-service oriented approach to their daily responsibilities

Must have knowledge of testing/assessment concepts and principles with the ability to apply learned information to practical use

Must be proficient in the use of Microsoft Office and be familiar with such customer service software systems as BCCS

Must have verbal and written communications skills to build long-term constructive and cooperative working relationships with co-workers, vendors, management, and outside agencies