Southern California Edison Quality Assurance Analyst in Covina, California
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About Customer & Operational Services:
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
This position will involve conducting a quality assurance review on completed accounts on back-office work for front-line employees that perform work on various RSO functions. Functions may include, but not limited to, complex and routine billing exceptions, applications and various customer transactions. The final rating on every quality review will be delivered to the employee and will result on a Quality Assurance (QA) monthly score that will assist the department in identifying knowledge and/or training gaps.
Typical Responsibilities :
Evaluate and analyze completed work orders from CBO, CAPS, and GCS.
Position performs an essential function to RSO by ensuring work is performed in compliance with SCE and CPUC, Tariff Rules, and Policies and Procedures.
The QA Analyst functions in the Quality Assurance (QA) group that allows RSO to accomplish strategic objectives, goal and key performance indicator achievement.
Responsibilities include complex analysis and calculations, validation, research and recommendations, designing and implementing technical tools, employee improvements (through real time feedback and recommendations), and process improvements.
This position is subject matter expert and is highly influential on final decisions that have moderate to significant impact on RSO, as well as acting as representative on special projects or cross-functional teams.
Ensure compliance on mandated guidelines. (e.g. CPUC regulations).
Provide written feedback and coaching to employees.
Share best practices.
Identify continuous improvements.
Have knowledge and understanding on reporting and analytics.
Conduct analytical reviews.
Ensure application of internal processes and procedures, coaches, and provide guidance.
Gather documents, analyze, and draw conclusions to accurately review QA reviews.
Limit reassessments by meticulously researching and analyzing reviews before it is sent to operations.
Always maintain integrity, work excellence, respect, continuous improvement, and teamwork.
Performs other duties as assigned.
Three years of business or systems analysis experience.
Two years of experience in the field of end to end billing, payment, collections, and processes.
Three years of experience developing, gathering, writing, and interpreting business requirements.
Experience with MS Office.
Experience with Customer Tracking Databases.
Experience with Rates and Tariff.
Bachelor’s degree in business or related field or an equivalent combination of education, training and experience
Working knowledge of EnCost, CSS, CDAS, CRM, MDM, Visio, and Microsoft Suite.
Excellent verbal and written communication skills
Experience in creating and delivering presentations to management level
Experience supporting a large program or initiative
Experience in identifying trends, provide recommendations for process improvements, identify gaps to improve performance and present to Management.
Experience in ability to coach, mentor, lead and guide junior level employees.
The primary work location for this position is Covina, CA
Relocation does not apply to this position
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status. *LI-JS1