Description
POSITION SCOPE:
Under general supervision, is responsible for monitoring and analyzing the quality of Customer Services contacts and activities.
PRIMARY RESPONSIBILITIES:
- Monitors calls, emails or any other method of contact in Customer Services on a daily basis.
- Analyzes quality performance of Customer Services department, identifies trends and suggests possible solutions for improvement opportunities.
- Provides Customer Services leaders with agent performance trends, which is then used in their coaching sessions.
- Develops topics for refresher training regarding soft skills, business practices and procedures.
- Assists in training endeavors as needed.
- Work closely with peer(s) at other AES companies to ensure consistency of practices when applicable.
BASIC REQUIREMENTS:
- Minimum High School graduate with additional educational or professional training preferred.
- Must have strong computer skills: At least (2) years experience using Microsoft products, strong knowledge of Microsoft Excel.
- Previous experience dealing with sensitive and/or confidential information.
- Ability to work independently, prioritize work and meet deadlines.
PREFERRED SKILLS:
- Strong technical understanding of CAS and extensive knowledge of how to maneuver through CAS preferred.
- Applicable understanding of regulatory guidelines and how those relate to our business.
- Excellent verbal and written communication skills.
- Able to provide critical feedback in a constructive manner.
- Must be able to quickly adapt to changing business needs.
- Customer Services and/or contact center experience.
- Able to analyze data and make recommendations for improvement.
- Experience monitoring quality of Customer Services contacts.
Contact
AES Corporation
4300 Wilson Blvd
Arlington
Virginia United States
www.aes.com
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17 Nov, 2025
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