What we will offer you:
Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial, and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training and career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.
Reporting to the North American Quality Manager, the Quality Specialist is responsible for monitoring and evaluating Customer Service performance and for ensuring compliance with quality standards, policies, and procedures, thereby maintaining a high level of consistency in delivering a best-in-class customer experience. In addition, this position is responsible for providing targeted feedback to individuals to foster continuous employee development and optimal alignment with Superior Propane’s vision, mission, values, and goals.
The Quality Specialist is also responsible for identifying and recommending quality improvement strategies for the Customer Experience area. This is accomplished through identifying trends and opportunities for continuous improvement and providing recommendations to the Customer Experience leadership team. As the position involves highly sensitive employee performance information, the Quality Analyst is expected to act diplomatically and professionally and maintain the confidentiality of employee performance at all times.
What you will do:
- Perform Quality monitoring and evaluation for all contact center teams (Sales, Customer Service, Change of Ownership, Customer Care, and Back Office Administration), voice and non-voice processes
- Monitor customer calls/e-mails/chats for conformance to guidelines, procedures, proper voice inflection, customer experience, systems usage, and fraudulent activity
- Provide specific and targeted agent and employee feedback to supervisors to facilitate developmental coaching for the agents to enable them to reach their optimal performance
- Provide data insights, opportunities/gaps with recommended improvement plans and strategies regularly
- Recommend improvements to processes, either from own perspective or by passing on feedback from agents
- Coordinate and participate in call calibration sessions with supervisors and agents to ensure agreement and alignment with quality assessment practices
- Participate in the design and continuous improvement of monitoring formats and quality standards
- Collaborate with the Manager on the continual enhancement of the training curriculum and performance measurement tools
- Actively support the team with data to drive improvements in the department's overall performance
- Use the Quality management system to critically analyze available data to identify trends and/or issues impacting the customer experience or operational performance at the individual and team level
- Monitor the quality of all contact types with customers
- Prepare statistical reporting for Leadership to communicate Contact Center performance and identify performance gaps
- Participate in customer and client listening programs to identify customer needs and expectations
- Prepare and analyze internal and external quality reports for management staff review
What you bring:
- Minimum of one (1) year in the Customer Experience Contact Center, in a customer-facing role
- Outstanding customer service skills and dedication to providing a best-in-class customer experience
- Demonstrate a commitment to continuous quality improvement
- Must be able to effectively deal professionally with a diverse group of people at all levels, including Agents, Trainers, Contact Center Management, and subject matter experts
- Must be self-motivated and a self-starter
- Solid time management skills, keen attention to detail
- Excellent judgment and decision-making capabilities
- Ability to work with remote sites
- Excellent listening, communication (oral and written), and analytical skills
- Ability to multitask and successfully operate in a fast-paced, team environment, with the ability to adapt to frequently changing priorities
- Results-driven - must meet or exceed established performance metrics
- Previous experience with QA software and solutions (Avaya, Calabrio etc.)
- Proficient in Microsoft Word and Excel
- Other responsibilities, activities, and assignments as required
- Proficiency in Spanish Communication (Verbal and Written) is an asset
- Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.
The expected hourly rate range for this role is $22.50 - $28.13 per hour.
Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, candidate’s geographical location, as well as market and business considerations.
Skills Required
- Minimum one year of experience in a customer experience contact center or customer-facing role
- Outstanding customer service skills and commitment to a high-quality customer experience
- Commitment to continuous quality improvement
- Ability to work professionally with agents, trainers, contact center management, and subject matter experts
- Self-motivated and able to work independently
- Strong time management skills and attention to detail
- Excellent judgment and decision-making capabilities
- Ability to work with remote sites
- Excellent listening, oral and written communication, and analytical skills
- Ability to multitask and adapt to changing priorities in a fast-paced team environment
- Ability to meet or exceed established performance metrics
- Previous experience with QA software and solutions such as Avaya or Calabrio
- Proficiency in Microsoft Word and Excel
- Legal authorization to work in the United States
- Spanish verbal and written communication proficiency
What We Do
Superior Plus is a leading North American energy distributor serving approximately 710,000 customer accounts in the United States and Canada. Its primary businesses distribute propane, compressed natural gas, renewable natural gas and hydrogen, along with related products and services. The company supplies clean-burning fuels to residential, commercial, utility, agricultural and industrial customers that are not connected to a pipeline, supporting their heating, transportation and operational needs.
