Business Quality Specialist – Call Center

Full Time
  • Full Time
  • Remote

Website Tesla

Role: Business Quality Specialist, Call Center
Tesla Energy’s Quality Team works to support the installation of high-quality residential energy products (Solar Roof, Retrofit Solar, Powerwall) to ensure the highest levels of performance and customer satisfaction. Tesla Energy handles the sale, installation and service of energy product and as a member of the Business Quality Operations team you will interact with all business units involved in the lifecycle of a Tesla Energy product.
The Business Quality Operations team provides business support through targeted audits that deliver critical information to stakeholders. While the Installation Quality Teams deals with product performance metrics the Business process quality team deals with customer service metrics.
A Business Quality Specialist for the Call Center is responsible for supporting total quality methods, processes and procedures for the Call Center division. This position will help preserve service excellence through: monitoring and assessing customer interactions of Call Center Associates; documenting agent performance strengths and weaknesses using a Quality Management System; highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals.
Responsibilities
Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls.
Participates in call calibration exercises.
Participates in internal listening sessions.
Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.
Provides regular feedback to Quality Leadership regarding call trends or compliance issues that may arise.
Works with Quality Leadership to continually define Quality Assurance guidelines.
Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
Become a subject matter expert in all business segments
Offers suggestions for process improvement to foster exceptional customer experience.
Assists with the creation and updating of procedure/training manuals.
Maintains overall objectivity in supporting consistent and superior customer service.
Education/Experience
Associate’s Degree or equivalent combination of education and experience
1-3 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer Service.
Employee Benefits – As a full time Tesla employee, you will receive full benefits from day 1 for you and your dependents.
Kaiser and United Healthcare PPO and HSA plans (including infertility coverage)
3 medical plan choices with $0 paycheck contribution
Vision & dental plans (including orthodontic coverage)
Company paid Life, AD&D, short-term and long-term disability
401(k), Employee Stock Purchase Plans, and other financial benefits
Employee Assistance Program, Paid Time Off, and Paid Holidays
Back-up childcare and employee discounts
Candidates must successfully complete and pass MVR background checkShow more

Maximum file size: 256 MB.
Upload your CV/resume or any other relevant file. Max. file size: 256 MB.