Sr Care Center Quality Analyst

Requisition ID: 77572
NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.
Position Specific Description
Requisition ID: 77115
NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.
Position Specific Description
A leading residential clean energy solutions provider, EverBright provides a platform that designs, proposes, and finances solar and storage projects nationwide. EverBright brings together finance and technology to provide customers with an all-in-one solution for powering their carbon-neutral homes. Our mission is to be the driving force in the decarbonization of our planet by delivering accurate solar designs, affordable and flexible financing options, and the best service possible.
We are seeking a well-qualified candidate who is passionate about driving the clean energy revolution by building a best-in-class residential financing program. As a Quality Assurance Specialist, you will provide consistent support to Customer Service Operations primarily through call observations of internal and external customer contacts. Employees in this role ensure compliance with Legal and Regulatory compliance, business productivity, sales profitability, and customer satisfaction. Individuals in this role provide analytical analysis of data and data points relevant to their tasks.
Job Overview
Employees in this role support Customer Care Operations by conducting agent quality observations and targeted campaigns to evaluate agent execution, customer focus, and process compliance. This position works closely with our Outsource Quality Teams, Process Coordinators, and Care Center Operations. Employees are subject matter experts in Customer Care Center processes and use their communication skills to provide coaching and feedback. The successful candidate acts in a leadership capacity when mentoring agents and providing coaching recommendations. Cross-training on all Customer Care segments may be required.
Job Duties & Responsibilities

• Evaluates Care Center Representative's (CSR's) call handling reviewing process execution, and ensuring customers receive high-quality service and resolution
• Identify training opportunities including root cause analysis and providing operational reports as needed
• Assist in the development of new hires or ongoing training for existing CSRs ensuring they are well-prepared to meet quality standards
• Tracks customers' experience and reviews customer feedback, surveys, and complaints to identify trends and areas for improvement in customer service
• Provide insights into the call center's processes and actively participate in process improvement initiatives by identifying bottlenecks, inefficiencies, or areas where customer service representatives struggle due to process-related issues
• Supports both FPL Supervisors and QA operations at outsourcers to ensure consistency and compliance
• Participates in Calibration meetings with leaders to ensure consistency in the evaluation standards and scoring among different analysts
• Provides ongoing technical support for all internal user groups that utilize the same QA systems, databases and practices
• Conducts investigations on outliers or ad hoc requests from operations
• Audits completed evaluations to ensure quality, consistency, and compliance
• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED
• Experience: 3+ years

Preferred Qualifications

• Bachelor's Degree

Employee Group: Non Exempt
Employee Type: Full Time
Job Category: Customer Service
Organization: NextEra Project Mgmt
Relocation Provided: No
NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.
NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.
NextEra Energy 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.
NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.
Job Overview
Employees in this role support Customer Care Operations by conducting agent quality observations and targeted campaigns to evaluate agent execution, customer focus, and process compliance. This position works closely with our Outsource Quality Teams, Process Coordinators, and Care Center Operations. Employees are subject matter experts in Customer Care Center processes and use their communication skills to provide coaching and feedback. The successful candidate acts in a leadership capacity when mentoring agents and providing coaching recommendations. Cross-training on all Customer Care segments may be required.
Job Duties & Responsibilities

• Evaluates Care Center Representative's (CSR's) call handling reviewing process execution, and ensuring customers receive high-quality service and resolution
• Identify training opportunities including root cause analysis and providing operational reports as needed
• Assist in the development of new hires or ongoing training for existing CSRs ensuring they are well-prepared to meet quality standards
• Tracks customers' experience and reviews customer feedback, surveys, and complaints to identify trends and areas for improvement in customer service
• Provide insights into the call center's processes and actively participate in process improvement initiatives by identifying bottlenecks, inefficiencies, or areas where customer service representatives struggle due to process-related issues
• Supports both FPL Supervisors and QA operations at outsourcers to ensure consistency and compliance
• Participates in Calibration meetings with leaders to ensure consistency in the evaluation standards and scoring among different analysts
• Provides ongoing technical support for all internal user groups that utilize the same QA systems, databases and practices
• Conducts investigations on outliers or ad hoc requests from operations
• Audits completed evaluations to ensure quality, consistency, and compliance
• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED
• Experience: 3+ years

Preferred Qualifications

• Bachelor's Degree
• Six Sigma Yellow Belt Certified

Employee Group: Non Exempt
Employee Type: Full Time
Job Category: Customer Service
Organization: NextEra Project Mgmt
Relocation Provided: No
NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.
NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.
NextEra Energy 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.
NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.