Quality Analyst

HCLTech - Hyderabad, hiring for Quality Analyst

The minimum experience requirements are:

• 3-5 years of job-related experience in Billing Operations
• Knowledge of the gas and electric industry and competitive retail markets
• Back Office Operations/Complex Billing experience
• Familiarity with business operations, Billing and Remit activities

JOB SUMMARY

This position is responsible for day-to-day quality review of production staff in support of residential and small business operations. The position is responsible for establishing and managing processes associated with business processes and procedures across the operations. The position is also responsible for identifying, recommending and implementing quality improvement programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.

Essential Duties and Responsibilities

Quality Assurance

• Manage and achieve daily quality assurance targets
• Review and performs an assessment of work, including daily task performed by back office operations
• Collaborate with key stakeholders on quality processes and scoring techniques
• Provides timely and accurate reports on quality task completion status for each assigned agent and team
• Raise quality assurance concerns and issues immediately to appropriate parties to drive resolution
• Provide coaching and feedback to personnel being monitored and their respective supervisor
• Assist in defining and maintaining standards to ensure the integrity of the Quality Assurance process
• Calibrate quality scores in an objective and normalized manner
• Ensure quality consistency across sites and work groups with a focus on the customer experience and a high-performing operation
• Ability to motivate and recognize employees who deliver high quality performance

Quality Improvement Support

• Conduct root cause analysis on spikes and trends in call volumes to identify and recommend process improvements
• Conduct root cause analysis on missed performance metrics to identify and recommend process improvements
• Conduct analysis on events that are deemed to negatively impact the customer’s quality experience
• Use business tools, data and advanced industry knowledge to identify quality improvement opportunities
• Maintain reports to track and trend root cause analysis findings and performance improvements
• Report QA findings to staff and functional leads to identifying necessary training and knowledge transfer required to improve performance
• Ability to consolidate quality data and assist in conducting gap analysis to identify root causes and recommend improvements
• Participate in frequent discussions to facilitate understanding and change needed to improve business performance
• Work in a collaborative manner to maintain an effective relationship with all stakeholder groups
• Prepare required monthly reporting and ad hoc reports on QA results in a timely fashion
• Work with the functional leads and internal training team to target areas for improvement from QA results

EDUCATION/EXPERIENCE

The minimum education requirements are:

• High school diploma or equivalent
• Strong written, math and English skills required
• Bachelor’s degree preferred

SKILLS AND COMPETENCIES

• Excellent oral and written communication skills
• Strong analytical skills
• Ability to sustain individual & team performance that maintains achievement of a high-performing operations
• Knowledge of energy sales and delivery systems, tariffs, customer service, etc.
• Clear understanding of business policy and practice throughout entire Operations business practices
• Absolute credibility with internal business partners and customers
• Strong business acumen
• Considered a subject matter expert in current role
• Excellent organizational, and time management skills
• Ability to assess root cause of problems and identify/recommend solutions
• Proactive in identifying potential issues and recommending/implementing solutions
• Advanced interpersonal, presentation, and oral/written communication skills
• Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
• Skilled in using computer software applications such as Microsoft Office

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

• Long and irregular hours
• Use of a PC, computer terminal and/or telephone over 6 hours a day
• Operating in a fast-paced professional remote work environment