ASPIRE TO POWER YOUR FUTURE
At Calpine, we give you the tools you need to chart your own career path in an engaging, fast-paced environment where you can learn from power industry leaders.
Whether you are a student seeking an internship that offers real-world experience, a recent graduate ready to build a rewarding career or a seasoned professional who wants to expand your horizons, Calpine provides meaningful opportunities and challenges.
Our learning and development platforms and educational reimbursement programs enable employees with initiative to explore their own potential in a dynamic and rewarding industry.
|
| Requisition Number |
22-0074 |
| Title |
Quality Assurance Analyst II |
| City |
Houston |
| State |
TX |
| Job Family |
Retail |
| Shift |
Days |
| Employee Type |
Regular |
| Subject to DOT Regulations |
No |
| Percent of Travel Required |
0 |
| Relocation Provided |
No |
| Location |
Champion Houston |
| Description |
Job Summary: (includes but is not limited to the following, other duties may be assigned):
Reporting to the Customer Care Manager the QA Analyst is to provide administrative and analytical support of internal quality monitoring and processes and results. The Quality Assurance Analyst
coordinates and conducts quality assurance monitoring audits for the contact center. The QA Analyst is
to assist with the maintenance of quality definitions document, research recorded interactions, and
communicate program performance through documented reporting. The QA Analyst is expected to
meet defined quality performance expectations and to be devoted to collaboratively assessing and
coaching the agent performance in order to meet key metrics.
Job Responsibilities:
• Possesses a mastery of all QA Analyst responsibilities and is able to train new QA Analysts on their role and responsibilities.
• Assists Training Supervisor in conducting classroom training, and shadow training for agents.
• Assist Training Supervisor in maintaining knowledge management tools, training manuals and desk aids for agents.
• Assist Supervisors with walking the floor and assisting agents on an as-needed basis · Identify and act on opportunities to improve Customer service processes and procedures through customer and agent feedback
• Serve as backup for Training Specialist in the absence of both the training Supervisor and Specialist for classroom training.
• Provide back up to customer care agents in handling calls during peak times
• Other duties as deemed necessary. |
| Requirements |
• HS degree or equivalent certification a minimum; Degree Preferred
• Requires a minimum of 3 – 5 years’ experience in Customer Service.
• Energy industry specific experience preferred.
• Fluency in Spanish preferred.
• Must have ability to work on a rotating schedule if needed.
• Must be open to work and travel during emergencies and natural disasters in order to keep
• customer service operations running smoothly.
• Ability to work independently with minimal instructions.
• Excellent communication skills, with strong and effective presentation and engagement skills
• Proven ability to perform effectively in a fast-paced environment.
|
- Vaccination Information: Calpine requires an individual who is newly hired into this position to be vaccinated for COVID-19 within the first 28 days of employment – if not already vaccinated prior to starting employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Calpine’s HR department after a decision has been made about whether or not to make you a conditional offer of employment. Calpine does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws requiring reasonable accommodation.
- Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
- Calpine is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to hrrecruitment@calpine.com. Determination on requests for reasonable accommodation are made on case-by-case basis.
- Please view Equal Employment Opportunity Posters provided by OFCCP here.
|
|
Apply On-line |
|
Send This Job to a Friend
If interested, please contact Nicholas Turner at NTurner@haul.org for more information on how to apply! |
|
