Quality Assurance Analyst (Utility)

TL;DR

Quality Assurance Analyst (Utility): Evaluating customer interactions across phone, email, and chat within an electric utility call center with an accent on regulatory compliance and service excellence. Focus on delivering objective quality assessments, providing actionable feedback, and identifying operational trends to improve customer experience.

Company

hirify.global is a Fortune 500 global energy company committed to accelerating the world's transition to 24/7 carbon-free energy.

What you will do

• Evaluate customer interactions across multiple channels using approved quality standards and scorecards.
• Assess performance regarding customer experience, accuracy, professionalism, and regulatory compliance.
• Provide timely, professional feedback to support employee development and performance improvement.
• Identify trends, recurring issues, and potential risks to escalate to leadership.
• Prepare quality insights and reports to support operational improvement efforts.
• Partner with Operations and Training teams to support coaching and process improvements.

Requirements

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of experience in customer service, contact center operations, or quality assurance.
• Strong attention to detail with the ability to apply guidelines consistently and objectively.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications and quality monitoring tools.
• Must be authorized to work in the US (E-Verify employer).

Nice to have

• Previous Quality Analyst experience in a call center or regulated environment.
• Experience with SAP CRM or Genesys Cloud applications.
• Experience supporting compliance or safety-driven evaluations in the utility industry.

Culture & Benefits

• Work for a Fortune 500 company recognized as a Top Ten Best Workplace for Innovators.
• Join a certified Great Place to Work with a commitment to diversity and inclusion.
• Opportunity to contribute to global decarbonization and sustainable energy goals.
• Collaborative environment focused on professional development and operational excellence.