Residential Energy Quality Assurance Specialist
The Residential Energy Quality Assurance Specialist plays a pivotal role in the Technical Support team, collaborating with Certified Installers to enhance customer experience. Key responsibilities include reviewing performance data, identifying root causes, developing improvement strategies, and managing change.
* Utilize analytical skills to categorize symptoms, identify root causes, and provide recommendations to improve overall customer satisfaction.
* Liaise with global teams to categorize customer experience issues, including tools and methodologies for auditing feedback and contributing to training content.
* Perform call monitoring and assessments of call center interactions to implement quality management processes.
* Review service tickets and intervene with responsible teams to ensure prompt resolution of customer escalations.
* Track performance metrics and workforce productivity, prioritize critical issues, and lead continuous improvement initiatives with cross-functional teams.
Required Skills and Qualifications:
* Analytical skills with ability to analyze data and identify trends.
* Strong communication and collaboration skills with ability to work effectively with global teams.
* Ability to adapt to changing priorities and manage multiple projects simultaneously.
* Proven track record of improving customer satisfaction through process improvements.
Benefits:
* Opportunity to work with a dynamic team focused on delivering excellent customer experiences.
* Professional growth and development opportunities.
* Collaborative and inclusive work environment.
Others:
* Contribute to shaping the future of our organization by providing innovative solutions to complex problems.
* Be part of a team that values diversity, equity, and inclusion.
* Enjoy a comprehensive benefits package, including health insurance, retirement plan, and paid time off.