Quality Control Coordinator

Under the direction of the VP of Regulatory Affairs and Quality Assurance and the QA Supervisors, the Quality Control Coordinator is responsible for ensuring that our call centers, outside personnel and third party vendors are adhering to Gateway Energy's quality standards.  This includes following up with customers to gauge their experience as well as monitoring live and pre-recorded customer interactions.

The essential functions include, but are not limited to:
Responsible for day-to-day outbound phone calls to new customers and inquire about their experience for quality assurance and/or retention purposes.Responsible for day-to-day monitoring and surveying of internal and external departments in compliance of Gateway Energy and industry program guidelines.Under the guidance of the Consumer Advocate and QA supervisory staff, the Quality Control Coordinator will be responsible for following up with customers to understand complaints escalated to the Quality Assurance department via internal or agency processes.  The Quality Assurance Coordinator will investigate the initial customer contact and report the outcome to the consumer advocate and/or Quality Assurance Supervisor.  The Quality Control Coordinator will be responsible for contacting the customer with a resolution and keep a record of the entire incident through database management.Miscellaneous
Grade marketer examsAssist with getting out marketer materials (brochures, contracts, uniforms, etc.)Assist with badging as neededDoor-to-door auditsRole playOther miscellaneous marketing projects as neededQualifications
HS diploma required, college degree preferred3+ years of experience in a Customer Service environmentMicrosoft Office including Word and ExcelAbility to interface professionally with high-profile clientsAbility to solve problems and address customer concernsMust be able to effectively multi-task and prioritize