Job Information
Hawaiian Electric Learning & Quality Assurance Specialist in Kailua Kona, Hawaii
Learning & Quality Assurance Specialist
Date:Jun 25, 2024
Location: Kailua-Kona, Hawaii (HI), US, 96740
Company: hawaiianel
We recognize our competitive advantage -- our people. We believe in our people, who share our vision of meeting the needs of our employees, customers, and communities and who carry out the continued success of the company.
Our employees are committed to the company's foundational values: integrity, excellence, teamwork, environmental stewardship, and community commitment. In turn, we invest in our employees, providing opportunities for challenge and advancement and offering a competitive compensation package.
Posting End Date: at 11:59PM HST
BRIEF POSTING DESCRIPTION:
The P CH CUSTOMER CONTACT CENTER Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. (Role: Professional) This position may be filled on Oahu, Maui or Hawaii Island.
JOB FUNCTION:
Facilitates the development and successful implementation of training, development, and quality programs for the Customer Care and Support department. In partnership with department leadership, develops training plans and strategies to meet business and strategic objectives to continually improve the customer experience. Subjects include but are not limited to operational, technical, safety, compliance, communication, and soft skills. Develops and delivers training content using a variety of methods to build a competitive workforce to meet the needs of the current and future organizational goals. As owner of the Division’s Training Strategy, also responsible for developing and administering the Division’s Quality Assurance Program of all customer-contact transactions (including calls, chat, email and Customer Information System workflow).
ESSENTIAL FUNCTIONS:
Training and Development
Develops and prioritizes training programs that are congruent with department’s goals and objectives.
Schedules training in partnership with workforce management and client group and works with all necessary parties.
Designs and delivers training and incorporates tools to measure learning (i.e. knowledge checks), and delivery effectiveness throughout the program.
Utilizes a variety of learning formats that best suit the needs of the topic including instructor led in-person, print, web conferencing, video, and e-learning.
Creates, executes, and maintains all training and post training materials.
Responsible for development and delivery of all training including new-hire, operational acumen, refresher training for continuous improvement, updates from various departments, and various other technical or soft skill courses as needed.
Accountable for post-training follow-up, reinforcement, and retention – to ensure overall performance improvement.
Responsible for the production and distribution of reports on training delivery and effectiveness.
Ensures that training policies, processes and procedures are properly maintained and updated in all pertinent formats. Accountable for improving operational and customer satisfaction performance through training programs and other job aids/tools delivery as needed. Performs client needs analysis. Identifies team priorities, develops & delivers content to meet desired objectives. Re-enforces coaching and training with change management and retention principles. Continues to build personal skill set by participating in internal and external professional development courses/seminars as deemed necessary to expand product/system knowledge.
As the Training Lead for the department, develops the implements change management strategies, tactics and deliverables for department and company initiatives as they relate to the Customer Care and Support division. Coordinates with client group and manager to identify change management needs, strategies, and develops appropriate deliverables (CM plans, communications, collateral, etc.)
Leads all administrative work in the LMS for department
Quality Assurance
Responsible for developing and administering department Quality Assurance Program, which includes but is not limited to:
Building QA forms/templates for evaluating customer contact of verbal & written interactions to ensure the delivery of an exceptional customer experience in accordance with training delivered and SOPs.
Documenting communication quality in support of the Company and division quality goals and initiatives.
Evaluation of verbal and written customer contact by personnel for accuracy, scores interactions and provides feedback for success in executing excellent customer experience and quality to our customers.
Documents, tracks, and reports on call quality results and provides regular feedback and trend data to client group and manager.
Facilitates regular calibration sessions with client group, QA personnel, and 3rd Party Partner.
Partners with client group to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements.
Create and analyze pertinent statistical data, making recommendations for improvement; respond to requests for analysis regarding quality scores; actively participate in operational discussions and provide analysis and insight.
Review call trends and provide analysis for production and process improvements to ensure quality standards are consistently achieved.
Responsible for the production and distribution of reports on quality of service and measurements of performance.
Review of CCR’s quality performance, which includes coaching, communicating progress toward goals, and recommending corrective actions, where necessary; track and document employee performance and provide feedback to client group.
Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.
BASIC QUALIFICATIONS:
Knowledge Requirements
Bachelor’s degree in Business, Communications, Organizational Development, related field or equivalent experience.
Good working knowledge of training program analysis, design, development, implementation, and evaluation, organizational development, and management and development concepts normally acquired through the completion of college level courses.
Knowledge of training methods, facilitation techniques, instructional methods, and program delivery mechanisms. Knowledge of adult learning theory and practice.
Thorough knowledge of call center Policy, Processes, and Procedures.
Knowledge of high performing call center best practices within and outside of the industry.
Knowledge of personal computer and/or mainframe systems and related software applications (i.e., spreadsheets, word processing, database management, etc.).
Skills Requirements
Demonstrated in-depth analytical and administrative skills required for such tasks as preparing, monitoring and analyzing performance results; and carrying out company/department policies and procedures.
Demonstrated supervisory/leadership skills including effective written, oral and listening communication skills; conflict resolution skills; people management skills; the ability to work with a variety of individuals; and the willingness and ability to train.
Experience in developing and implementing strategies to manage change, coach supervisors and help employees implement new activities or programs.
Demonstrated ability to meet schedules and work with multiple deadlines with thorough, accurate and neat work products.
Demonstrated ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities.
Experience leading training or conducting similar sessions with a large group.
Ability to monitor quality and effectiveness of training delivery, and the level of proficiency achieved by employees. Ability to assist students in learning materials being taught.
Ability to become proficient in the software tools and e-learning being used to conduct training – e.g., Microsoft Office products.
Working knowledge of lean, six sigma or other process improvement methodologies.
Ability and availability to work non-standard hours/shifts, as needed.
Experience Requirements
Multiple (5-7) years of experience in customer service operations.
Multiple (5-7) years of experience in developing, implementing and facilitating training programs.
Minimum 3 years of experience in call center quality assurance programs.
1-2 years of supervisory/leadership experience is preferred.
Experience using SAP is preferred.
Role: Professional
Number of Vacancies: 1
Location: Kailua-Kona – Hawaii Island
Hiring Range: The hiring range for the Learning & Quality Assurance Specialist [Req ID 9139] position is $69,700.00 to $87,100.00. The person selected will be placed according to his/her skills and qualifications.
About Hawaiian Electric Companies
Hawaiian Electric Companies provide electricity and services to 95 percent of the state's 1.4 million residents. The company is also one of the state's leading employers and a major contributor and supporter of community and educational programs.
The demand for power that has fueled the growth of the Hawaiian Islands has been met by Hawaiian Electric Companies for well over a century. And as the next millennium unfolds, the company is committed to providing quality service and seeking clean local energy sources to power generations of Hawaii families and businesses to come. Visit us at http://hawaiianelectric.com .
Interested individuals should apply online. The application must clearly indicate the demonstrated experience/knowledge/skills/abilities the candidate possesses which specifically qualifies him/her for the position.
Applicant Certification
By submitting an application for the position, candidates:
Authorize the Hawaiian Electric Companies to confirm all statements contained in the application and/or any materials submitted and made a part of the application as they relate to the position and to the extent permitted by law;
Authorize and consent to, without reservation, the Hawaiian Electric Companies sharing any and all information regarding previous or present employment, educational training or personal information from their records and from any other source with the hiring department or subsidiary company;
Release, discharge, and hold harmless, Hawaiian Electric Companies, from any and all liability for any damage which may be claimed as a result of furnishing such information to the hiring department or subsidiary company;
Authorizes release and transfer of all personnel records to be maintained by the hiring company in the event of an inter-company transfer; and
Authorize, direct, and consent to Hawaiian Electric Companies and/or its authorized agents to conduct investigations into candidates' background. These investigations may include, but are not limited to searches for information about applicants; record of criminal convictions to the extent permitted by law, education records, professional certifications, personal character references, and employment history.
EEO Statement
Hawaiian Electric Companies is an equal employment opportunity/affirmative action employer. We actively seek diversity among our employees. We do not discriminate on the basis of age, race, color, religion, sex/gender (including gender identity/expression), ancestry/national origin, disability, marital status, arrest and court record, sexual orientation, pregnancy, veteran status, genetic information, domestic or sexual violence victim status, or other protected categories in accordance with state and federal laws. We further encourage individuals with disabilities, minorities, veterans and women to apply.
Hawaiian Electric Companies complies with Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at (808) 543-4848.
Affiliate Disclaimer
Hawaiian Electric Company, Inc., Maui Electric Company, and Hawaii Electric Light (“Company”) are Hawaii Public Utilities Commission (“PUC”) regulated companies. The disclosure relating to Affiliate Transaction Requirements that follows is made pursuant to the PUC’s Decision and Order No. 35962, issued on December 19, 2018, and subsequently modified by Order No. 36112, issued on January 24, 2019 in Docket No. 2018-0065.
By submitting your application, you understand and acknowledge that, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate, said Affiliate will be required to make a one-time payment to the Company in an amount up to twenty-five percent (25%) of your base annual compensation.
In addition, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate or an Affiliate-Related Entity, for a period of one year, you cannot appear in negotiations or otherwise interact directly with the Company or work on the same matter that you worked on while with the Company.
Affiliate is defined as “any person or entity that possesses an ‘affiliate interest’ in a utility as defined by section 269-19.5, Hawaii Revised Statutes (“HRS”), including a utility’s parent holding company, except as otherwise provided by HRS section 269-19.5(h).”
Affiliate-Related Entity is defined as “a third party that provides electricity-related services in a regulated utility’s service territory that has a material financial, operational, or ownership interest with an unregulated affiliate of the utility and of whom the utility has reasonable knowledge.”
For a current list of all Affiliates and Affiliate-Related Entities, please see:
https://www.hawaiianelectric.com/about-us/key-performance-metrics/financial/affiliate-transactions
This list may be amended, updated or revised from time to time without notice.
Nearest Major Market:HawaiiNearest Secondary Market:Hilo