Client Experience Quality Analyst

2 weeks ago

Mississauga, Canada Just Energy Full time

**Client Experience Quality Analyst**
**-**
**(**
**221704443**
**)**

**Description**

**Title**: Quality Assurance Analyst, North American Commercial

**Who We Are**:
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.

**Job Summary**:
Hudson Energy’s Customer Experience Team is looking for a Quality Analyst to join our growing company as we endeavor to create a truly world-class customer-centric service organization. We nurture and thrive in a fast-paced business environment that is deadline-driven and provides ample opportunities to collaborate, learn and grow at an equally fast pace.

We are building a QA team that is a partner in the development process and champions for the customer experience - but with empathy and patience for our Account Managers/ front line agents who do the hard work of helping our customers every day. As a QA Analyst, you will be reviewing and auditing customer interactions across various touchpoints, identifying opportunities and actively partnering with the customer service teams and their leadership in providing coaching, feedback & conducting trainings, thereby helping the teams make constant improvement.

**Responsibilities**:

- Conduct trainings based on the business needs and opportunities identified
- Document and score evaluations in a non-biased and professional manner to bring out the immediate opportunities that can bring the most impact to the customer interaction;
- Develop a comprehensive understanding of the business, get intimately familiar with processes, values, and goals of the customer service organization;
- Provide coaching feedback to agents in a constructive and empathetic manner
- Be able to correlate finding trends back to process gaps or opportunities that the business can introduce to make the agent’s handling better;
- Take customer calls on a periodic basis to remain in touch with the actual customer experience process and call handling protocols. We believe this to be an integral part in being able to empathize and provide relatable and practical coaching feedback that doesn’t sound by-the-book;
- Actively support the leadership team in improving team performance by assisting in tasks as needed which can range from - building learning course content, drafting best practices and success tips for the team, delivering training to smaller group audiences, participate in weekly business overview videos, etc.;
- Provide business leadership with insights on key trends identified in the QA process;

**Experience**:

- Minimum 1 years’ experience as a Quality Analyst involving auditing calls and coaching,
- Previous experience in a contact centre, handling customer calls of varying complexity with a proven track record of progressive upward movement would be considered an asset

**Requirements**:

- Strong coaching skills - Coaching is the vital link in allowing constructive feedback to be implemented as transformed behavior.
- Great attitude and a positive outlook - You will be on the look-out for our agents doing well and ask them for more of it. Problems should be framed as opportunities to improve, and solutions should be celebrated with the agents.
- Ability to handle difficult situations with poise - The job involves giving challenging feedback with the expectation to adjust your approach and methodology as the situation warrants, in order to gain comfort and confidence with the person receiving the feedback
- Empathy - QA analysts will be called upon to understand and appreciate the point of view of not only our customers but of our agents. You will often find themselves functioning as the bridge between the two. An analyst will be obliged to recognize disappointing service from the customer’s perspective, and at the same time will be uniquely positioned to understand the agent’s response to the same interaction.
- Attention to detail and keen perception - You may need to sort through rambling conversations to pick out important compliance markers and notice when they are missing. Just as important as the ability to focus on the technicalities of vocabulary, you will need to note the subtle emotional reactions of both agent and caller and be able to pinpoint when and why call goes off track and be able to recommend a path for the agent to avoid such a derailment in the future.
- You must have experience working with Microsoft Office Suite, especially Word and Excel etc.

**Benefits**:
Just Energy offers a robust benefits plan for staff members, as well as Employee As

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