Entergy Corporation
Overview
JOB SUMMARY/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 II: 8+ years experience within a customer service environment CSS Senior: 10+ 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
Exceptional listening and analytical skills. Strong attention to detail. Demonstrated strong work ethic and exceptional levels of accountability and self-drive. Excellent oral, written, and interpersonal communication skills. Experience with quality monitoring of multi-channel contact types. Strong knowledge of contact center processes. Demonstrated ability to work well in a team environment. Dedication to providing exceptional customer service. Certificates, licenses, etc. required for the position
None Primary Location:
Arkansas-Little Rock Arkansas : Little Rock Job Function : All Other Jobs FLSA Status : Professional Relocation Option:
No Relocation Offered Union description/code : NON BARGAINING UNIT Number of Openings : 1 Req ID:
121107 Travel Percentage : Up to 25% EEO/Accessibility
An Equal Opportunity Employer, Minority/Female/Disability/Vets. 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 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 Entergy employees to perform their job duties is 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 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. Employee Services will contact you regarding your request. Additional Responsibilities:
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. EEI Testing:
Entergy may require pre-employment testing (EEI). If required, the test details will be in the qualifications section. Practice tests and brochures are available on EEI’s site. Travel expenses for EEI testing are non-reimbursable. Work Conditions:
Working conditions reflect the essential services role, including potential for additional hours and travel during storms or outages. This position may involve work in alternate locations. Please note:
Authorization to work in the United States is a precondition to employment. Entergy will not sponsor candidates for work visas for this position.
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JOB SUMMARY/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 II: 8+ years experience within a customer service environment CSS Senior: 10+ 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
Exceptional listening and analytical skills. Strong attention to detail. Demonstrated strong work ethic and exceptional levels of accountability and self-drive. Excellent oral, written, and interpersonal communication skills. Experience with quality monitoring of multi-channel contact types. Strong knowledge of contact center processes. Demonstrated ability to work well in a team environment. Dedication to providing exceptional customer service. Certificates, licenses, etc. required for the position
None Primary Location:
Arkansas-Little Rock Arkansas : Little Rock Job Function : All Other Jobs FLSA Status : Professional Relocation Option:
No Relocation Offered Union description/code : NON BARGAINING UNIT Number of Openings : 1 Req ID:
121107 Travel Percentage : Up to 25% EEO/Accessibility
An Equal Opportunity Employer, Minority/Female/Disability/Vets. 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 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 Entergy employees to perform their job duties is 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 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. Employee Services will contact you regarding your request. Additional Responsibilities:
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. EEI Testing:
Entergy may require pre-employment testing (EEI). If required, the test details will be in the qualifications section. Practice tests and brochures are available on EEI’s site. Travel expenses for EEI testing are non-reimbursable. Work Conditions:
Working conditions reflect the essential services role, including potential for additional hours and travel during storms or outages. This position may involve work in alternate locations. Please note:
Authorization to work in the United States is a precondition to employment. Entergy will not sponsor candidates for work visas for this position.
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