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Energy Customer Support Quality Assurance Specialist

Energy Customer Support Quality Assurance Specialist

TeslaBuffalo, NY, United States
10 hours ago
Job type
  • Full-time
Job description

What to Expect We are seeking a detail-orientedEnergy Customer Support Quality Assurance Specialistto evaluate and enhance service quality within Energy Customer Support. This role involvessystematically auditing 100+ customer interactions weekly(calls, chats, emails) usingenergy QA Bolt Formsto ensure adherence toKnowledge 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 influencefirst-call resolution (FCR) rates,customer satisfaction (CSAT) scores, andcompliance 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

    • Expected Compensation

  • Tech Support Specialist IV - $28.51 - $42.77 / hour
  • cash and stock awards + benefits for all levels

    • Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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    Quality Assurance Specialist • Buffalo, NY, United States