Quality Assurance Auditor CSO

3 weeks ago

Markham, Ontario, Canada Hydro One Networks Inc Full time
Job Title: Quality Assurance Auditor CSO

Hydro One Networks Inc is seeking a highly skilled Quality Assurance Auditor CSO to join our team. As a Quality Assurance Auditor CSO, you will be responsible for ensuring the quality and accuracy of our Customer Service (CSO) operations.

Key Responsibilities:
  • Conduct quality audits on CSO operations to ensure desired quality and accuracy measures are being maintained.
  • Provide feedback to managers and Customer care team leads and supervisors based on completed quality audits.
  • Develop and implement process improvements to enhance the quality of CSO operations.
  • Collaborate with the Customer Care Team Agent to ensure seamless execution of quality assurance duties.
  • Investigate problems, issues, and errors identified through quality audits and prepare written responses outlining the findings.
  • Participate in scheduled quality calibration sessions to remain current on the requirements of the performance program.
Requirements:
  • Strong customer-driven focus and demonstrated customer orientation and commitment to corporate goals.
  • Ability to develop cooperative working relationships and clearly report and document deficiencies in quality of work.
  • Strong interpersonal, oral, and written communication skills.
  • Previous experience with metering and billing functions, customer service, and related practices and procedures of a regulated utility.
  • Experience in the correction of all billing exceptions, no bills, and outliers, including standard procedures, work instructions, and processes to resolve.
  • Experience in the back office billing and contact centre to be familiar with the various responsibilities, functions, and their interrelationships.
  • Previous experience in a quality assurance role and as a billing agent and/or call centre agent.
  • Experience with the various CSO Procedures Manuals, work instructions, computerized systems, and practices and procedures involved to input and extract data, investigate, and correct discrepancies.
  • Knowledge of data processing and computer operations to utilize various local and Corporate computerized systems.
What We Offer:

Hydro One Networks Inc offers a competitive salary and benefits package, as well as opportunities for professional growth and development.

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