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Training and Quality Assurance Advisor (3250)

📁
Sales / Customer services
💼
North America
📅
CUS00000123 Requisition #

 

 

The Training and Quality Assurance Advisor will be responsible for delivering and developing training and educational programs for ENGIE’s Customer Relations and Operations teams. The Customer Relations Group of ENGIE Resources focuses on providing best in class customer service to all ENGIE customers. This team is responsible for inbound and outbound customer service communications, customer issue inquiry and resolution, market compliance customer service guidelines/protocols, and customer feedback.

 
What you’ll do:
  • Develop and deliver training plans for performance gaps, causes of performance gaps, and provide solutions to advisors/managers to promote continuous improvement.
  • Audit team metrics via recorded monitoring and case audits to identify trends, report findings, and process improve.
  • Partner with advisors and managers to identify skill improvement opportunities and recommend solutions for closing knowledge gaps.
  • Responsible for all training documentation, enhancements, and reporting, ensuring that all materials delivered, and processes created/delivered according to set guidelines.
  • Participate in the evaluation the training effectiveness based upon formal and informal feedback from customers and end users.
  • Attends Customer Relations calibration sessions with internal and outbound teams, ensuring all required guidelines realized and being followed.
  • Maintains and updates skills by researching and adopting new training techniques and learning new multimedia technologies when applicable.
  • Identify new and changing trends through industry research, call observation/reporting or other processes.

What you bring:
  • Bachelor’s degree. Business, Marketing, Management preferred
  • 7-10 years work related experience required
  • Proficient in Excel, MS Word, and Power Point
  • 6+ years in a training role highly preferred.
  • Experience in customer service dealing with commercial end use customers to support agreed upon products and services
  • Energy compliance and market rules and regulations for commercial is a plus
  • Retail energy experience preferred
  • Microsoft Outlook, Word, Excel, PowerPoint and company portals are used on a daily basis.
  • Excellent presentation, verbal, and written skills.
  • Ability to work in a fast-paced environment, multi-tasking will be required.
  • Ability to handle multiple assignments on a timely basis with a high degree of accuracy.
  • CRM systems experience required. Salesforce experience is a plus.
  • Bilingual, speak, read and write Spanish.
  • Sales Experience preferred. 
  • For this position, you must have evidence of right to work in the U.S. There is no employer sponsorship of U.S. residency or work authorization with this role.


Why ENGIE?
ENGIE North America isn’t just participating in the Zero-Carbon transition, we’re leading it! Join us as we develop energy that is more renewable, more efficient and more accessible to everyone. 

Unite with us in leading the transformation of the world of energy! ENGIE is looking for talented and motivated individuals to create the future of energy and customer solutions. Join a rewarding and flexible work environment that encourages innovation and creativity to help customers meet their energy challenges today and in the future. Are you up for the challenge? 

ENGIE is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.

 

This job advertisement is supported by the ENGIE Talent Acquisition team. All related inquiries must be communicated through Talent Acquisition and not directed to ENGIE North America Managers. Failure to follow the ENA process may result in nonpayment of agency fees.


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