Quality Assurance Analyst

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

POSITION SCOPE:

Under general supervision, is responsible for monitoring and analyzing the quality of Customer Services contacts and activities.

PRIMARY 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.

BASIC REQUIREMENTS:

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

PREFERRED SKILLS:

• Strong technical understanding of CAS and extensive knowledge of how to maneuver through CAS 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.