*Quality Analyst - Energy Assistance

$37,440 - $38,480/Yr

University of Oklahoma - Norman, OK

Full-time - Entry Level

Norman, 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, and identifying opportunities for operational improvements, all while maintaining a focus on enhancing public service efficiency and effectiveness.

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.
• Must be able 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