Job Overview:
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Pay Range:ย $13hr - $18hr
Requirement/Must Have:
- 1โ2 years of job-related experience.
- Strong written, math, and English communication skills.
- Customer service or customer operations experience.
- Familiarity with business operations and consumer sales and marketing.
- Ability to provide coaching and performance feedback to agents.
- Strong organizational and time management skills.
- Excellent communication and listening skills.
- Skilled in Microsoft Office applications.
Experience:
- Experience reviewing and assessing customer calls and operational activities.
- Experience reporting QA findings and recommending training improvements.
- Experience working with quality assurance processes and scoring techniques.
- Experience conducting quality monitoring and reporting activities.
- Knowledge of customer service operations and performance management.
- Experienceย inย coaching employees for improved performance.
- Knowledge of energy sales and delivery systems, tariffs, and customer service is preferred.
- Familiarity with gas and electricity industry and competitive retail markets is preferred.
Responsibilities:
- Manage and achieve daily quality assurance targets.
- Review and assess customer calls across operations.
- Provide fair, concise, and objective QA feedback.
- Report QA findings to staff and functional leads to improve performance.
- Collaborate with stakeholders on quality processes and scoring techniques.
- Prepare accurate and timely quality monitoring reports.
- Raise quality concerns and support issue resolution.
- Provide coaching and feedback to monitored personnel and supervisors.
- Assist in maintaining quality assurance standards and processes.
- Design and implement quality programs to motivate employees.
- Identify quality improvement opportunities using business tools and industry knowledge.
- Conduct quality score calibrations to ensure consistency.
- Support gap analysis, root cause identification, and process improvements.
- Participate in discussions to improve business performance.
- Maintain effective relationships with stakeholder groups.
- Prepare monthly and ad hoc QA reports.
- Work with leads and training teams to improve operational quality.
Should Have:
- Bachelorโs degree preferred.
- Strong business acumen.
- Ability to motivate and engage employees.
- Ability to sustain high-performing operational standards.
- Innovative and creative problem-solving skills.
- Strong presentation and interpersonal skills.
- Ability to handle confidential and sensitive business information professionally.
Skills:
- Quality Assurance.
- Customer Service Operations.
- Coaching and Performance Feedback.
- Quality Monitoring and Reporting.
- Root Cause Analysis.
- Process Improvement.
- Stakeholder Communication.
- Microsoft Office.
- Organizational Skills.
- Time Management.
- Problem Solving.
- Decision Making.
Qualification and Education:
- High school diploma or equivalent required.
- Bachelorโs degree preferred.
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading staffing and recruiting powerhouse. Proudly recognized as a nationally and locally certified diversity firm, Cynet delivers agile, scalable talent solutions across industries. With an active footprint in all 50 U.S. states and Canada, we support thousands of consultants through our expansive, high-performing recruitment engine operating across North America and Asiaโensuring speed, quality, and consistency in every hire.