Quality Assurance Analyst - Customer Interactions

Job Summary

The Quality Assurance Analyst supports service excellence and regulatory compliance by evaluating customer interactions across phone, email, chat, and case work within an electric utility call center environment. This role delivers objective quality assessments, actionable feedback, and performance insights that help improve overall customer experience, agent accuracy, and operational consistency.

• Evaluate customer interactions across multiple channels using approved quality standards and scorecards.
• Assess performance related to customer experience, accuracy, professionalism, call flow, safety practices, and regulatory compliance.
• Document evaluations clearly and consistently to ensure fair, objective, and defensible scoring.
• Provide timely, professional feedback that supports employee development and performance improvement.
• Participate in calibration sessions to ensure consistency and alignment across Quality Analysts.
• Identify trends, recurring issues, and potential risks; elevate concerns as appropriate.
• Prepare quality insights and reports to support operational improvement efforts.
• Partner with Operations, Training, and Leadership to support coaching, remediation, and process improvements.
• Maintain current knowledge of policies, procedures, systems, and regulatory requirements relevant to utility customer service.
• Assist with floor communications and provide training support as needed to reinforce quality standards and operational changes.
• Perform other duties as assigned.

• 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, quality assurance, training, or a related role.
• Strong attention to detail with the ability to apply guidelines consistently and objectively.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications (Excel, Word, Outlook, Teams, Forms) and quality monitoring tools.

• Previous Quality Analyst experience in a call center or regulated environment.
• Experience working with quality scorecards, calibration processes, and performance reporting.
• Familiarity with contact center applications and tools, SAP CRM, Genesys Cloud or similar applications.
• Experience supporting compliance, safety, or regulatory-driven evaluations, preferably within a utility or highly regulated industry.

• Analytical thinking and sound judgment
• Objectivity and consistency
• Coaching and feedback delivery
• Time management and organization
• Collaboration and teamwork
• Continuous improvement mindset
• Flexibility to support business needs as required.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.

E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I‑9 to confirm work authorization.