Santanna Energy Services is an alternative Natural Gas and Electricity provider that serves thousands of residential, commercial, industrial, and institutional customers in Illinois, Michigan, Ohio, Indiana and Pennsylvania. We are an employee-owned company that has been in business for over 30 years.
Website: https://santannaenergyservices.com
JOB TITLE: Quality Assurance Analyst
EMPLOYER: Santanna Energy Services
DEPARTMENT: Legal Department
REPORTS TO: General Counsel
Location: This is a completely remote position. Candidates residing in TX, IN, IL, FL, KS, MN, and OH are encouraged to apply.
Authorization to work in the U.S. is required to apply. Santanna does not sponsor applicants for work visas.
SUMMARY: The Quality Assurance (“QA”) Department’s primary role is to make our company better. We look for any potential problems in our practices and we work to fix them based upon a legal, regulatory, compliance, and customer service framework. This position reports to the General Counsel, which is an excellent opportunity for anyone who seeks to learn what is required of a legal assistant, paralegal, investigator, or an attorney. This is also an excellent experience for anyone who seeks to learn corporate compliance, government relations, or regulatory affairs issues. The QA Analyst will primarily be responsible for auditing recordings of Santanna’s call center activities and then providing feedback on those recordings. So if you have call center or telemarketing experience, this is a plus. This requires you to be highly self-motivated and a self-starter. You are able to largely work alone, but always have the opportunity to coordinate remotely with the General Counsel, other QA staff, and other employees of Santanna. This position requires a strong attention to detail and the ability to then provide analysis and reporting related to compliance with all applicable statutes, rules, regulations, and internal policies. The QA Analyst may also provide training and coaching to other team members. The QA Analyst’s responsibilities require a thorough understanding of Santanna’s training programs and expectations of its contact center employees. The ideal QA Analyst is an excellent listener and written communicator. You like to research, you are good at finding information, and you know how to write. You know how to present facts and evidence supporting those facts. The QA Analyst’s key objective is to develop and maintain an excellent standard of performance by all of Santanna’s employees and departments.
Requirements to work from home:
- Must have Personal Computer (Mac not compatible)
- Windows 10 and above
- Must have home reliable internet (Upload and download Speed above 25 MBPS)
DUTIES AND RESPONSIBILITIES:
- The primary task is listening to call center recordings, grading those calls, and providing feedback. Those with experience in a call center will receive priority interviews.
- The second most important task is regulatory complaint handling. You will review regulatory customer complaints, investigate all available records related to that complaint, and then draft responses to regulatory agencies either defending the complaints or providing solutions for customers.
- The QA Analyst will also assist with projects assigned by the General Counsel and will perform auditing of a variety of processes to report employees’ performances with customers.
- Accurately & effectively identify errors and process issues to determine the appropriate escalation path for improvement in processes and the overall customer experience, with the ability to make recommendations.
- Communicate in both writing and orally, accurately, and effectively across different levels throughout the organization
- Handle complex customer situations involving dispute resolution and escalations. Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process.
- Mentor new team members in Customer Service and Inside Sales.
- Provide feedback to General Counsel. Suggest methods to increase efficiencies and identify areas of opportunity to improve customer satisfaction and overall company performance.
- The successful QA Analyst is highly responsive and will address questions and concerns with speed, accuracy, and professionalism.
KNOWLEDGE, SKILLS AND QUALIFICATIONS:
- Associate or Bachelor’s degree preferred. However, direct call center quality assurance experience will receive top priority.
- 1-2 years of experience with customer service and telemarketing. Call center or legal office experience preferred.
- Intermediate Microsoft Excel and Outlook skills. Familiarity with online databases is a plus.
- Strong communication skills (written and verbal).
- Critical thinking abilities with a strong attention to detail and a meticulous approach to work.
- Spanish-speaking ability is also a plus.
- Experience with retail deregulated/competitive energy products or markets is a plus.
COMPETENCIES:
- Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Diversity – Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Occasionally required to stand
- Occasionally required to walk
- Continually required to sit
- Continually required to utilize hand and finger dexterity
- Occasionally required to bend, stoop
- Continually required to talk or hear
- While performing the duties of this job, the noise level in the work environment is usually moderate
- The employee must occasionally lift and /or move more than 5 pounds
- Specific vision abilities required by this job include: Close vision; Distance vision; and ability to adjust focus