*QUALITY ANALYST - ENERGY ASSISTANCE

$37,440 - $38,480/Yr

University of Oklahoma - Oklahoma City, OK

Full-time - Entry Level

Oklahoma City, OK

Educational Services

About the position

The Quality Analyst at the University of Oklahoma's Center for Public Management plays a crucial role in supporting the Energy Assistance program and other family service programs. This position involves reviewing applications, providing feedback, identifying performance improvement opportunities, and maintaining accurate tracking of customer interactions. The role is designed for individuals passionate about making a difference in public service and offers a hybrid work schedule.

Responsibilities

• Review completed applications and inbound customer calls, providing documented feedback to the management team.
• Assist management by identifying opportunities for performance and operational improvements.
• Assist with training materials and perform other related duties as assigned.
• Research information using specialized databases.
• Maintain accurate call tracking information through the database.
• Participate in initial and ongoing training to maintain knowledge of contact center and agency policies and procedures.
• Perform related duties as assigned to successfully fulfill the function of the position.

Requirements

• High School Diploma or GED.
• 24 months experience in a call center or front-line customer service.
• Ability to speak, read, and write clear, concise English.
• Basic computer skills.
• Proficient in Microsoft Office.
• Highly organized and able to handle multiple projects and deadlines.
• Ability to perform basic data analysis.

Nice-to-haves

• 18 months experience with energy assistance program.
• 18 months experience with evaluating quality.
• Knowledge of family support benefit programs including the energy assistance program.
• 12 months experience with inbound phone support.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities