Energy Customer Support Quality Assurance Specialist

Energy Customer Support Quality Assurance Specialist Job Category Sales & Customer Support Location Henderson, Nevada Req. ID 254405 Job Type Full-time What to Expect We are seeking a detail-oriented Energy Customer Support Quality Assurance Specialist to evaluate and enhance service quality within Energy Customer Support. This role involves systematically auditing 100+ customer interactions weekly (calls, chats, emails) using energy QA Bolt Forms to ensure adherence to Knowledge base processes, company policies and ECS expectations. You’ll identify trends in recurring issues and collaborate with Supervisors to identify process improvement opportunities. By delivering targeted feedback to leadership for frontline staff, you’ll directly influence first-call resolution (FCR) rates, customer satisfaction (CSAT) scores, and compliance audit success. This role is crucial for upholding a company's reputation for delivering top-quality products and services. What You’ll Do Interaction Monitoring: review/analyze calls, chats, and emails to evaluate adherence to procedures, policies and expectations scoring interactions using a predefined quality scorecard Performance Reporting: generate detailed QA reports highlighting trends, agent strengths, and areas for improvement Identify and escalate risks or violations to management Process Improvement: Collaborate with Supervisors by providing actionable feedback and input on process gaps and roadblocks Recommend solutions to reduce errors, improve efficiency, and enhance customer What You’ll Bring 1+ year minimum as an ECS Technical Specialist Familiarity with Energy Customer Support S.O. P’s and products Strong Proficiency in Verbal and Written communication Excellent communication and interpersonal skills to deliver feedback effectively Compensation and Benefits Benefits Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire: Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction Family-building, fertility, adoption and surrogacy benefits Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA Healthcare and Dependent Care Flexible Spending Accounts (FSA) 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits Company paid Basic Life, AD&D, short-term and long-term disability insurance Employee Assistance Program Sick and Vacation time (Flex time for salary positions), and Paid Holidays Back-up childcare and parenting support resources Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance Weight Loss and Tobacco Cessation Programs Tesla Babies program Commuter benefits Employee discounts and perks program Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws. Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact ADA@tesla.com for additional information or to request accommodations. Privacy is a top priority for Tesla. We build it into our products and view it as an essential part of our business. To understand more about the data we collect and process as part of your application, please view our Tesla Talent Privacy Notice .