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 communication s and provide training support as needed to reinforce quality standards and operational changes.
Perform other duties as assigned.
Required Qualifications
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.
Requirements
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.
Key Skills & Competencies
Analytical thinking and sound judgment
Objectivity and consistency
Coaching and feedback delivery
Time management and organization
Collaboration and teamwork
Continuous improvement mindset
Flexibility to support business needs as required .
Additional Information
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.
Job Summary
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.
Aes · Dayton, OH