Bilingual (Spanish/English) Quality Assurance Specialist

The Customer Service Quality Assurance (QA) Specialist at Omaha Public Power District (OPPD) is responsible for ensuring exceptional service quality in customer interactions across all communication channels, including phone, email, and digital. This role supports OPPD's commitment to delivering excellent customer experiences by monitoring service performance, providing feedback to customer service teams, and ensuring compliance with company policies and standards. Proficiency in English and Spanish is essential for this position, as it supports the needs of a diverse customer base in the OPPD service area.

1. Key business contact for Quality Assurance activities in Customer Care Services.
 - Assist with the design and development of quality assurance related measurements and guidelines towards achievement of individual and department goals. Collaborates with internal auditing SMEs for key process reviews.
 - Oversee all areas and individual monitoring programming and serves as a contact center platform SME for the quality monitoring module within the platform. Also serve as department subject matter expert with call scrubbing activities. 
 - Review and evaluate customer interactions to ensure alignment with OPPD¿s service standards and regulatory requirements.
 - Collaborate with Market Research and Supervisor team to better understand customer insights and quality commitments. Communicates key areas of success and opportunities on a regular interval as required based on tenure, quality trends, and customer feedback.
 - Engage in daily traffic monitoring activities to keep wait times low and customer attentiveness high. Work with employees and supervisors on action plans to address productivity challenges, problems, and/or resistance. Deep dive reporting in addition to ordinary reporting.

2. Responsible for department coordination and general support.
 - Collaborate with training teams to develop and enhance training content focused on customer service. When needed, assist with department informational tours.
 - Identify opportunities for improvements to customer systems, processes and performance through quality assurance monitoring, analysis, and trending in order to achieve a high level of efficiency and customer satisfaction via collaboration, coaching, and communication.
 - Stay informed on updates to OPPD products, services, and policies to ensure accurate evaluations. Collaborate with Product development and marketing department to coach reps on products offering best practices to increase customer adoption.
 - Review and formulate department communications in a timely, clear, consistent, and professional manner to stakeholders.  When needed, researches and collaborates with other resources, making recommendations for appropriate method of delivery of change/communication requests.   
 - Collaborate with department leaders and process document owners to ensure on-line business processes and reference documents contain accurate and useful information.  
 

3. Monitor and share industry best practices and trends for contact center performance (e.g. Gartner, Chartwell Esource, NiceInContact Community, etc).

4. Participate in onsite center support, duty supervisor rotation and storm restoration efforts, as needed.