TL;DR

Cs Analyst Quality Assurance (QA Testing): Evaluating customer interactions across phone, email, chat, and case work in an electric utility call center to ensure service excellence and regulatory compliance with an accent on objective quality assessments and actionable feedback. Focus on delivering performance insights, supporting coaching, and maintaining regulatory standards in a highly regulated environment.

Location: United States

Company

The AES Corporation is a Fortune 500 global energy company leading the charge in renewable energy and committed to a net-zero future by 2050.

What you will do

  • Evaluate customer interactions using approved quality standards and scorecards across multiple channels.
  • Assess performance related to customer experience, accuracy, professionalism, call flow, safety, and compliance.
  • Provide timely, professional feedback to support employee development and performance improvement.
  • Identify trends and potential risks; escalate concerns appropriately.
  • Partner with Operations, Training, and Leadership to support coaching, remediation, and process improvements.
  • Maintain knowledge of policies, procedures, systems, and regulatory requirements relevant to utility customer service.

Requirements

  • Location: United States
  • Minimum 2 years experience in customer service, contact center operations, quality assurance, or related roles.
  • Strong attention to detail and ability to apply guidelines consistently and objectively.
  • Excellent written and verbal communication skills.
  • Proficiency with Microsoft Office and quality monitoring tools.

Nice to have

  • Previous Quality Analyst experience in a call center or regulated environment.
  • Experience with quality scorecards, calibration processes, and performance reporting.
  • Familiarity with contact center applications such as SAP CRM and Genesys Cloud.
  • Experience supporting compliance, safety, or regulatory evaluations in utility or regulated industries.

Culture & Benefits

  • Equal Opportunity Employer committed to diversity and inclusion.
  • Focus on sustainability and innovation in the energy sector.
  • Recognition as a top workplace for innovators.