CS Analyst, Quality Assurance
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Job Location:
Dayton, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.
AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.
If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.
Job Summary
The Quality Assurance Analyst supports service excellence and regulatory compliance by evaluating customer interactions across phone email chat and case work within an electric utilitycall centerenvironment. This role delivers objective quality assessments actionable feedback and performance insights that help improveoverallcustomer experienceagentaccuracy and operational consistency.
Key Responsibilities
Evaluate customer interactions across multiple channels using approved quality standards and scorecards.
Assess performance related to customer experience accuracy professionalism call flow safety practices and regulatory compliance.
Document evaluations clearly and consistently to ensure fair objective and defensible scoring.
Providetimely professional feedback that supports employee development and performance improvement.
Participate in calibration sessions to ensure consistency and alignment across Quality Analysts.
Identifytrends recurring issues and potential risks; escalate concerns asappropriate.
Prepare quality insights and reports to support operational improvement efforts.
Partner with Operations Training and Leadership to support coaching remediation and process improvements.
Maintain current knowledge of policies procedures systems and regulatory requirements relevant to utility customer service.
Assistwith floor communicationsand provide training support as needed to reinforce quality standards and operational changes.
Perform other duties as assigned.
Required Qualifications
High school diploma or equivalent required;associates or bachelorsdegree preferred.
Minimum of 2 years of experience in customer service contact center operations quality assurance training or a related role.
Strong attention to detail with the ability to apply guidelines consistently and objectively.
Excellent written and verbal communication skills.
Proficiencywith Microsoft Office applications (Excel Word Outlook Teams Forms) and quality monitoring tools.
Preferred Qualifications
PreviousQuality Analyst experience in a callcenter or regulated environment.
Experience working with quality scorecards calibration processes and performance reporting.
Familiarity with contactcenter applications and tools SAP CRM GenesysCloudor similarapplications.
Experience supporting compliance safety or regulatory driven evaluations preferably within a utility or highly regulated industry.
Key Skills & Competencies
Analytical thinking and sound judgment
Objectivity and consistency
Coaching and feedback delivery
Time management and organization
Collaboration and teamwork
Continuous improvement mindset
Flexibility to support business needs as.
Required Experience:
IC
Key Skills
- Test Cases
- SQL
- Quality Assurance
- Agile
- TFS
- Jira
- Software Testing
- Test Automation
- Cucumber
- QA/QC
- SDLC
- Selenium
About Company
AES is a global energy company that creates greener, smarter and innovative energy solutions. Together, we can accelerate the future of energy.
