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Analyst I/Call Center/Quality Monitoring (Bilingual)

Southwest Gas Corporation Phoenix, AZ
  • Expired: November 14, 2019. Applications are no longer accepted.

** This recruitment is open to only current employees or current temporary employees of Southwest Gas Corporation **
** This job will be located in the Phoenix, AZ Call Center **
The Analyst I/Call Center/Quality Monitoring (QM) is an individual contributor within the QM area of the Call Center department at Southwest Gas Corporation. This position is responsible for assuring quality customer service is provided to internal and external customers in compliance with Company and call center procedures and standards. This position focuses specifically on the Spanish and Spanish Emergency queues.
This position does not have accountability for people or budgets. The incumbent frequently exchanges information with non-exempt and professional level personnel throughout the Company and infrequently exchanges information with officers.
This position is regulated by the Department of Transportation (DOT) under Title 49 CFR Part 382 and Part 40. Any applicant/employee who performs a DOT covered function or is licensed and would operate a commercial vehicle for the Company will be subject to drug and alcohol testing under the Company's DOT drug and alcohol testing programs. Any employment, transfer, or promotion offer made for this position is contingent upon taking and passing a drug test prior to the commencement of the new role. If an applicant/employee fails the drug test, any offer of employment, transfer, or promotion will be revoked.
QUALITY MONITORING
+ Complete routine quality assurance tasks and activities including call monitoring and calibration
+ Review call center processes and procedures to assure continual improvement in work flow and team efficiencies
+ Act as subject matter expert on processes and procedures for related systems and tools used to perform quality monitoring
+ Lead calibration meetings across the network and with contractor leadership
QUALITY ANALYSIS
+ Develop and maintain performance data and reporting
+ Present data to leadership to influence quality performance improvements
+ Analyze trends and monitor the effectiveness of training provided to call center personnel and provide feedback and recommendations to management
+ Analyze current Company policies and procedures and make recommendations for continual process improvement
+ Assist contractor network with analytical reporting and evaluation
+ Perform related duties and responsibilities as assigned
+ Regular and predictable attendance is a condition of employment and is an essential function of the job

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires one to three years of relevant experience. This position will be monitoring the Spanish queues and as such Spanish speaking skills (bilingual) are required.

A bachelor's degree in Business Administration or related field from an accredited university or prior experience working in multiple components of a call center environment is preferred.

Strong technical (internal call center) skills required. Strong interpersonal and verbal and written communication skills. Ability to tailor coaching and feedback to all types of learning and communication styles. Moderate Excel skills required
$54,590 - $68,237
PAR: 2019-4509
External Posting End Date: 11/19/2019
Street: Corporate
External Company URL: www.swgas.com
Post End Date: 11/20/2019
Position Information (Text Only): ** This recruitment is open to only current employees or current temporary employees of Southwest Gas Corporation **
** This job will be located in the Phoenix, AZ Call Center **
The Analyst I/Call Center/Quality Monitoring (QM) is an individual contributor within the QM area of the Call Center department at Southwest Gas Corporation. This position is responsible for assuring quality customer service is provided to internal and external customers in compliance with Company and call center procedures and standards. This position focuses specifically on the Spanish and Spanish Emergency queues.
This position does not have accountability for people or budgets. The incumbent frequently exchanges information with non-exempt and professional level personnel throughout the Company and infrequently exchanges information with officers.
This position is regulated by the Department of Transportation (DOT) under Title 49 CFR Part 382 and Part 40. Any applicant/employee who performs a DOT covered function or is licensed and would operate a commercial vehicle for the Company will be subject to drug and alcohol testing under the Company's DOT drug and alcohol testing programs. Any employment, transfer, or promotion offer made for this position is contingent upon taking and passing a drug test prior to the commencement of the new role. If an applicant/employee fails the drug test, any offer of employment, transfer, or promotion will be revoked.

Southwest Gas Corporation

Address

Phoenix, AZ
85067 USA