Supervisor, Quality Assurance

Overview

Philadelphia Gas Works

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The Philadelphia Gas Works (PGW) is the largest municipally owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.

Become part of the PGW Team!

Supervisor, Quality Assurance

The Quality Assurance Supervisor is expected to deliver on the essential work of the Quality Assurance unit by working in partnership with the Customer Affairs supervisors on identifying and handling quality issues. The incumbent is responsible for the execution of quality assurance plans that identify and build on the strengths of managers and supervisors. The QA supervisor provides analyses and information to management regarding ongoing operations internal and external staff and potential issues and is responsible for overall quality of work product, analysis, and recommendations. The QA Supervisor may be assigned to assist the Call Center operations with supervising.

Responsibilities

• Execute the Call Monitoring Program by performing periodic audits of phone calls to ensure new processes, quality standards are applied and implemented as defined by policies and procedures, participates in the call calibration process by monitoring and rating calls according to established Quality Monitoring Standard, provide feedback to Managers and Supervisors.
• Assist supervisors with individualized coaching and feedback for subordinate representatives by identifying low performers and developing monitoring corrective action plans to ensure maximum performance potential can be achieved.
• Execute processes for measuring departmental customer service performance including but not limited monitoring, assessments, and the use of objective rating tools as defined by the Quality Assurance Manager, identify improvements in the quality programs and communicate them to the QA Manager for continuous refinement.
• Administer the Gensys quality program but not limited to managing agent records, locking, and sorting records, ensuring all agents are recorded according to selected schedule, creating new accounts, assigning agents to groups and groups to supervisors, creating and distributing training clips and using the evaluation templates.
• Manage records in NICE or similar products, i.e. locate, review and extract calls, maintain accurate and up-to-date record keeping, in compliance with all departmental and administrative requirements, policies and procedures.
• Review, analyze and respond to customer surveys from metrics, matrix to ensure that customer service issues are addressed timely, utilize results to assist supervisors with coaching agents.
• Conduct customer satisfaction surveys: review customer surveys to ensure that customer service issues are addressed in a timely and efficient manner, identify correlation in training and/or performance issues, utilize data to measure effectiveness of program.
• Transition of new employees to the Call Center environment ensuring that fundamental skills and competencies are met prior to being released to the Supervisor, provide refresher training as needed.
• Develop measurement tools and reports to continually evaluate and improve the effectiveness of the program, provide regular daily, weekly, monthly, and ad hoc reports to Customer Affairs management team, analyze data, provide consultative recommendations.
• Recommend and communication methods to encourage representatives to achieve the quality initiative goals. (e.g., daily informational emails & PowerPoint presentations, employee recognition).
• Keep abreast of and analyze current trends in the Call Center/Customer Service Center operations to ensure best practices are being implemented to achieve desired results.
• Handle supervisor callbacks that are initiated as a result of customer feedback (i.e. third-party surveys).
• Support the oversight of the Overflow teams.
• Respond to emails in my account mailboxes as assigned.
• Perform other related duties, special projects and assignments as assigned.
  
  

Qualifications

• Associate degree in Business Administration or Equivalent of experience may be acceptable in lieu of degree.
• 1 to 3 years of directly related experience working in the utility industry, billing/collections, customer service or similar work environment.
• Assist the Manager, Quality Assurance in managing, administering, and improving the Quality Assurance Program. Quality Assurance is a team effort, and the incumbent must possess necessary skills to function effectively in a high-performance team environment.
• Use current technology to identify training needs and report findings to staff and supervisors. Monitor, review, and analyze performance in the Customer Service Center and recommend appropriate actions to the Manager.
• Must have knowledge of regulations, policies, and procedures that govern Customer Affairs (e.g., Chapter 56, Chapter 14, and PGW Tariff).
• Must have knowledge of customer service concepts with the ability to develop recommendations for training initiatives.
• Must have leadership ability with willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees to apply an effective and efficient customer-service oriented approach to their daily responsibilities.
• Must have knowledge of testing/assessment concepts and principles with the ability to apply learned information to practical use.
• Must be proficient in the use of Microsoft Office and be familiar with such customer service software systems as BCCS.
• Must have verbal and written communications skills to build long-term constructive and cooperative working relationships with co-workers, vendors, management, and outside agencies.
  
  

We offer a strong benefit package that includes free basic health and dental insurance. PGW is proud to be an Equal Opportunity and Affirmative Action Employer, M/F/D/VAAP/EEO.

Location: 800 W Montgomery Ave, Philadelphia, PA19122

While we appreciate all responses, only those who are uniquely qualified will be contacted. Local candidates will be given preference – interview expenses are not funded