Job Function
Customer Service Knowledge, Learning and Quality Assurance Administers standardized processes, monitors customer-impacting quality and processes and identifies systemic opportunities for employee learning.
Key Job Information
Customer Service Quality & Process Specialist 6427
Grade 6
Career Level: P2
Intermediate Professional Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills Expands on high-level knowledge of the company, processes and customers Solves a range of more complex problems Analyzes possible solutions using advanced knowledge and applying protocols Operates independently and receives only a moderate level of guidance and direction
Core Responsibilities
CSO Employee Learning and Upskilling Conducts research and analysis of feedback and available data or leads collaborative efforts to do so and determines which learning gaps exist; decides which gaps need to be addressed; works with managers to develop and deliver on-the-job learning and upskilling for employees.
Process Review, Improvement and Technical Advice Reviews and analyzes changes in process/procedures; leads or participates in evaluating high-impact processes on customer experience, revenue management or operational efficiency for quality, ensuring compliance with sound processing practices and company policy; provides technical advice on existing, new or revised procedural changes and process issues; investigates and resolves process and procedural problems; advises management on impacts of new processes and recommends changes.
Key Responsibilities
Knowledge Management (KM) System Depending on area of specialization, analyzes and reviews desired outcomes and current practices and decides or develops "best way" process; documents and updates "best way" processes in system of record and promotes user acceptance; creates, refines and maintains articles in the system; tracks and analyzes system user feedback to maximize tool usability and information reliability.
Quality Assurance (QA) Evaluations Depending on area of specialization, develops and refines quality assurance metrics and processes; conducts quality assurance evaluations for customer transactions; decides which transactions meet quality standards and what feedback employees need to improve; determines the quality score for each interaction; researches and identifies trends, issues and deficiencies and initiates projects or initiatives for filling gaps; makes recommendations for and implements process changes; participates in compiling and presenting QA information in reports, scorecards and various other forms.
Calibration Sessions and Consultation Facilitates regular calibration sessions to ensure consistency of quality-monitoring program; researches, analyzes and shares current QA trends and provides updates and QA tips; provides managers with recommendations for coaching and training employees; seeks feedback to refine the QA program; provides QA subject matter expertise and contributes to business-unit direction related to quality management.
KM and QA Program Support Works with team to continuously refine and develop quality-monitoring program that includes guidelines, scoring methodology and tracking/trending results; leads efforts to implement changes to program.
Education/Experience/Certifications
Education Requires a bachelor's degree in business, technology or other related field or equivalent experience.
Read the full posting.Portland General Electric Company
121 SW Salmon St
Portland
Oregon United States
www.portlandgeneral.com
