Job Description
General Accountabilities : Reporting to the Team Manager in the Meter to Bill department the successful candidate will perform quality assurance audits on the Customer Service (CSO) operations to ensure desired quality and accuracy measures are being maintained and processes are being followed. Provide feedback to managers and Customer care team leads and supervisors based on completed quality audits. Provide trending reports and suggestions and recommendations based on reviews conducted. Carry out the functions of the Customer Care Team Agent, when required. This position is required to perform the following quality assurance duties, in addition to carrying out the normal functions of the Customer Care Team Agent, when not required to perform quality assurance activities. Perform quality audits, as outlined in the performance program and according to specified procedures, on work performed by Customer Care staff. This work may involve inbound calls, back-office work in both the Call Centres or Meter To Bill department. Complete written quality audits for Meter To Bill staff and operations and review completed work, recorded calls and recorded clips of work to evaluate and score against the quality standards that have been developed. Provide audit results and feedback to department managers, team mangers and team leads. Investigate problems, issues and errors identified through quality audits, process tickets and user enquiries and prepare written responses outlining the findings of the investigation, outlining the issue in more detail and providing the steps that should have been taken. In cases where an error has occurred, responses are sent to department managers, team mangers and team leads. Perform follow-up activities to determine if audit findings have been acted on, and if the action taken has been effective in resolving the problem. Prepare documentation to record specific problem identification and resolution activities, issue to department managers, team mangers and team leads and maintain records for future reference. Provide suggestions and recommendations on process changes to the Process Improvement supervisor based on reviews conducted on trends and issues within the CSO. Participate in scheduled quality calibration sessions to remain current on the requirements of the performance program. Keep up-to-date on all CSO processes and systems and changes to these processes and systems. Attend all relevant training sessions to understand new and changed processes and keep current with the technical systems used in the quality review audits. Perform other duties as required. Selection Criteria Essential Competencies: Strong customer driven focus. Demonstrated customer orientation and commitment to corporate goals. Ability to develop cooperative working relationships. Ability to clearly report and document deficiences in quality of work. Strong interpersonal, oral and written communication skills. Essential Knowledge, Experience and Qualifications: Requires previous experience with metering and billing functions, customer service and related practices and procedures of a regulated utility. Must have demonstrated experience in the correction of all billing exceptions, no bills and outliers, including standard procedures, work instructions and processes to resolve. Requires experience in the back office billing and contact centre to be familiar with the various responsibilities, functions and their interrelationships and with the processes, contacts and sources of information involved in call centre operations. Previous experience in a quality assurance role is required. Previous experience as a billing agent and/or call centre agent is required. Requires experience with the various CSO Procedures Manuals, work instructions, computerized systems , with the operation of computer equipment and associated practices and procedures involved to input and extract data, investigate and correct discrepancies. Requires an in-depth understanding of the current IT systems and interfaces used for electricity billing, including the SAP Customer Information Systems (CIS), Head End systems, MDMR, MOMS, IEE and Manual Metering Reading tools. Requires knowledge of data processing and computer operations to utilize various local and Corporate computerized systems. This knowledge is considered to be normally acquired in either a Grade XII education in a secondary school, or the equivalent education. A period of over 3 years and up to and including 4 years is considered necessary to gain this experience.