Quality Assurance Analyst, Sr. - Healthcare jobs in Houston, TX

Calpine Corporation is America's largest generator of electricity from natural gas and geothermal resources with operations in competitive power markets. Its fleet of 76 power plants in operation and one under construction represents nearly 26,000 megawatts of generation capacity. Through wholesale power operations and its retail businesses, Calpine serves customers in 22 states, Canada and Mexico. Its clean, efficient, modern and flexible fleet uses advanced technologies to generate power in a low-carbon and environmentally responsible manner.

The company was established on the premise that a strong commitment to the environment is inextricably linked to excellence in power generation and corporate responsibility. Since its founding in 1984, Calpine has led the power industry in its unwavering commitment to environmental stewardship. In addition, its renewable geothermal plants use steam generated deep below the earth's surface to produce clean, renewable electricity.

Job Summary (includes but is not limited to the following, other duties may be assigned)

Reporting to the Customer Care Manager the QA Analyst is to provide administrative and analytical support of internal quality monitoring and processes and results. The Quality Assurance Analyst coordinates and conducts quality assurance monitoring audits for the contact center. The QA Analyst is to assist with the maintenance of quality definitions document, research recorded interactions, and communicate program performance through documented reporting. The QA Analyst is expected to meet defined quality performance expectations and to be devoted to collaboratively assessing and coaching the agent performance in order to meet key metrics.

Job Responsibilities

• Monitor a select number of agents per hour, per day, per week.
• Deliver feedback weekly to the customer care agent
• Calibrate quality assurance scoring with management
• Achieve and maintain acceptable calibration scores
• Participate in staff meeting and collaboration sessions with management to exchange ideas
• and information as it relates to customer care and quality assurance
• Provide weekly/monthly reporting of quality assurance
• Participate in the ongoing improvements of the call center; continually examine opportunities
• for quality improvements and adherence
• Provide back up to customer care agents in handling calls during peak times
• Other duties as deemed necessary

Job Requirements

• HS Diploma Required; Degree Preferred
• Requires a minimum of 3 years’ experience in Customer Service.
• Energy industry specific experience preferred.
• Fluency in Spanish preferred.
• Must have ability to work on a rotating schedule if needed.
• Must be open to work and travel during emergencies and natural disasters in order to keep
• customer service operations running smoothly
• Ability to work independently with minimal instructions.
• Excellent communication skills, with strong and effective presentation and engagement skills
• Proven ability to perform effectively in a fast-paced environment.

Additional Calpine Information

• Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
• Calpine is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to hrrecruitment@calpine.com. Determination on requests for reasonable accommodation are made on case-by-case basis.

Please view Equal Employment Opportunity Posters provided by OFCCP here

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)