Quailty Assurance Analyst

AES US • Indianapolis, IN

16h • Onsite

About The Position

The AES Corporation (NYSE: AES), a Fortune 500 company, is a leader in the global energy revolution, operating in 14 countries and committed to shaping the future through innovation and collaboration. Recognized by Fast Company as one of the Top Ten Best Workplaces for Innovators in 2022 and certified as a Great Place to Work, AES is dedicated to its people and groundbreaking ideas. With a global ranking #1 in renewable energy sales to corporations and $12.7B in revenues in 2023, AES provides electricity to 25 million customers worldwide. The company is committed to meeting the Paris Agreement's goals by 2050, driving global decarbonization with innovative solutions like 24/7 carbon-free energy for data centers. AES is seeking two Quality Assurance Analysts to join their Customer Operations Support Team. This role is responsible for monitoring and analyzing the quality of Customer Services contacts and activities under general supervision.

Requirements

• Minimum High School graduate with additional educational or professional training preferred.
• Must have strong computer skills with at least (2) years’ experience using Microsoft products.
• Previous experience dealing with sensitive and/or confidential information.
• Ability to work independently, prioritize work and meet deadlines.

Nice To Haves

• Strong technical understanding of the billing system and extensive knowledge of how to maneuver through the billing system is preferred.
• Applicable understanding of regulatory guidelines and how those relate to our business.
• Excellent verbal and written communication skills.
• Able to provide critical feedback in a constructive manner.
• Must be able to quickly adapt to changing business needs.
• Customer Services and/or contact center experience.
• Able to analyze data and make recommendations for improvement.
• Experience monitoring quality of Customer Services contacts.
• Proficient at using Microsoft Office products (Word, Excel, Power Point)

Responsibilities

• Monitors calls, emails or any other method of contact in Customer Services on a daily basis.
• Analyzes quality performance of Customer Services department, identifies trends and suggests possible solutions for improvement opportunities.
• Provides Customer Services leaders with agent performance trends, which is then used in their coaching sessions.
• Develops topics for refresher training regarding soft skills, business practices and procedures.
• Assists in training endeavors as needed.
• Work closely with peer(s) at other AES companies to ensure consistency of practices when applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED