Quality Assurance Specialist

Brief Description of Sunnova

Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.

At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.

If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!

THE QUALITY ASSURANCE SPECIALIST POSITION

Sunnova Energy is currently looking for a Quality Assurance Specialist to be responsible for coaching, monitoring, and documenting Agent communication quality in support of the company and departmental quality goals and initiatives. This team member participates in the design of all quality monitoring formats and quality standards. The Quality Assurance Specialist will fairly and consistently review the calls, cases and emails of Agents and Salespersons for accuracy and coaches each agent for success in executing superior service and quality to our customers. The Quality Assurance Specialist documents the call quality results and provides feedback and trend data to the Supervisors and Manager as required. This role is heavily analytical and requires critical thinking skills.

Responsibilities

• Prepares and analyzes quality reports from Observe AI to be able to coach agents and teams
• Monitors Agent calls, cases and reviews emails for accuracy of information, call handling standards and verifies that Agents and Salespeople are providing accurate solutions to customers
• Conduct Quality Assurance reviews for Field Service Dispatching across all GCC frontline employees
• Identify technician utilization discrepancies to ensure accurate reporting of technician availability
• Collaborate with Training Development by documenting failure trends to drive the creation of new Standard Operating Procedures
• Ensuring the accuracy, consistency, and reliability of all QA Reviews provided based on GCC best practices and GCC SOP's
• Ensures that Agents and Partner Salespersons are delivering a high level of customer service through the use of call driver analysis, repeat caller analysis and other data consolidation tools
• Records evaluations utilizing departmental quality monitoring forms
• Provides Supervisors and Managers with regular performance feedback on the Agents and delivers coaching feedback to supervisors and/or agents on calls and email performance
• Prepares and analyzes quality reports for Management review
• Performs root cause analysis and report to management
• Participate in development of reference documents to drive quality improvement
• Participate in the design of quality monitoring forms and quality standards
• Conducts Calibration sessions with supervisors, management, and sites

Minimum Requirements

• Bachelor's degree or equivalent experience in related industry
• Minimum of 2 years of experience performing Quality Assurance in a contact center environment preferred
• Experience with Internet software and Windows operating systems, including proficiency in Word, Excel and PowerPoint for presentations and reports
• Must be able to effectively communicate with agents, internal departments, clients, and management

Preferred Qualifications

• Bilingual: Spanish and English
• Experience developing and implementing QA programs
• Demonstrated ability to train and develop new and existing support agents.

Additional Knowledge, Skills and Abilities

• Strong written communication skills. Excellent grammar, spelling, and sentence construction
• Strong knowledge of customer care processes and techniques
• Exceptional listening and analytical skills
• Proven ability to achieve and maintain departmental quality standards
• Professional demeanor, dependable, and able to maintain confidential information
• Must exhibit excellent leadership, communication, and interpersonal skills
• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents
• Flexible, detailed, and able to successfully adapt to change
• Ability to work independently
• Excellent attention to detail

Working Conditions

• Open-office environment
• Able to work extended hours when required
• Able to sit or stand for frequent periods in the same location with some opportunity to move about

#LI-LS1

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.

If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.