AmeriGas

CES Quality Specialist

Charlotte, NC

full_time

About This Job

Requistion Number: 26364

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary:

The Quality Specialist evaluates inbound / outbound contacts to provide performance visibility on customer experience standards, policies and procedures to ensure AmeriGas customers receive the best service and support experience possible. The Quality Specialist supports and drives operational effectiveness by providing accurate and actionable coaching data for team managers and associates. With a focus on monitoring customer effort during interactions, the Quality Specialist works collaboratively with peers to proactively identify opportunities to improve the overall customer and associate experience. The Quality Specialist is viewed as a partner and subject matter expert, and works closely with Team Managers to support individual and team coaching strategies, and identify skill development needs to ensure frontline staff meet business and operational objectives.

Key Characteristics:

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Continuously seeks to develop business acumen and expertise in customer experience and quality assessment programs.

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Works proactively to continuously improve customer experience and operational effectiveness.

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Analyzes information accurately, consistently, objectively, and without bias.

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Clearly and effectively communicates in written and verbal forms.

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Works with the highest levels of personal quality, integrity, and confidentiality.

Duties and Responsibilities:

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Analyzes live and recorded contacts with a “voice of the customer” mindset to objectively evaluate:

+ adherence to coaching model + consistency of approach + accuracy of transaction or information provided + compliance with policies/procedures + documents assessment results clearly and accurately

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Completes all planned assessments on time and in accordance with standards to meet productivity, quality and efficiency goals.

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Provides valuable insights, trends, and assessment results to Team Managers and collaborates on action plans and coaching strategies for agents.

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Establishes credibility by demonstrating deep knowledge of policies, processes, and procedures, and demonstrates an appreciation for the real life business application.

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Effectively participates in contact calibration sessions with Quality and Team Managers.

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Builds collaborative relationships with CES leadership, Team Managers, and frontline agents.

Knowledge, Skills and Abilities:

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Experienced in quality measures to assess call center operations.

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Has communication skills to write and present their quality assessments.

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Can work independently and is self-motivated.

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Intermediate ability on all Microsoft Office products.

Education and Experience Required:

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Bachelor’s degree or equivalent work experience

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5 years of experience in business or call center operations

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2 years in quality assurance at a professional level in a customer service and/or contact center operation. Is experienced in an analytical role.

Working Conditions:

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Work occurs inside a contact center

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Minimal travel required.

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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.

AmeriGas is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.