CS Analyst, Quality Assurance

AES•Dayton, OH

About The Position

The Quality Assurance Analyst supports service excellence and regulatory compliance by evaluating customer interactions across phone, email, chat, and case work within an electric utility call center environment. This role delivers objective quality assessments, actionable feedback, and performance insights that help improve overall customer experience, agent accuracy, and operational consistency.

Requirements

High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
Minimum of 2 years of experience in customer service, contact center operations, quality assurance, training, or a related role.
Strong attention to detail with the ability to apply guidelines consistently and objectively.
Excellent written and verbal communication skills.
Proficiency with Microsoft Office applications (Excel, Word, Outlook, Teams, Forms) and quality monitoring tools.

Nice To Haves

Previous Quality Analyst experience in a call center or regulated environment.
Experience working with quality scorecards, calibration processes, and performance reporting.
Familiarity with contact center applications and tools, SAP CRM, Genesys Cloud or similar applications.
Experience supporting compliance, safety, or regulatory driven evaluations, preferably within a utility or highly regulated industry.

Responsibilities

Evaluate customer interactions across multiple channels using approved quality standards and scorecards.
Assess performance related to customer experience, accuracy, professionalism, call flow, safety practices, and regulatory compliance.
Document evaluations clearly and consistently to ensure fair, objective, and defensible scoring.
Provide timely, professional feedback that supports employee development and performance improvement.
Participate in calibration sessions to ensure consistency and alignment across Quality Analysts.
Identify trends, recurring issues, and potential risks; escalate concerns as appropriate.
Prepare quality insights and reports to support operational improvement efforts.
Partner with Operations, Training, and Leadership to support coaching, remediation, and process improvements.
Maintain current knowledge of policies, procedures, systems, and regulatory requirements relevant to utility customer service.
Assist with floor communications and provide training support as needed to reinforce quality standards and operational changes.
Perform other duties as assigned.