Job Title: Sales Quality Assurance Analyst
Location: Houston, TX (Hybrid)
Estimated Duration: 12 Months
Job Summary:
The Sales Quality Assurance Contractor supports the sales organization by evaluating the sales approach, the sales quality of an agent’s interaction with customers and the overall sales process.
This person will work with vendors and internal teams to ensure the agents are following guidelines.
These guidelines include Public Utility Commission customer protection rules, laws and Sales Quality
Program standards & enrollment practices. A strong emphasis is placed on the quality of the sales enrollment and the customer experience.
This position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships, partnering with people from multiple teams.
This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.
Extensive travel to South Texas, Dallas, and Houston will be required between 50%-75% of the time.
This position supports both Texas USA and Alberta CA markets.
Essential Duties/Responsibilities:
• Audit agents and sales to verify that their sales practices adhere to quality standards.
• Demonstrate a commitment to continuous improvement through sharing of best practices across the entire sales organization.
• Provide structured and timely recommendations; verbal and/or written feedback to upper management.
• Set high personal standards and take initiative; Actively seek out development opportunities and demonstrates applied learning skills.
• Use customer service expertise, sales knowledge, and quality protocol to assess existing practices and procedures for process improvement opportunities with all sales channels and vendors.
• Develop and maintain positive working relationships with vendors and various internal teams.
• Analyze/audit service incident data, voice recordings and reporting to identify areas that did not meet pre-established performance standards.
• Support of Complaints and Reporting to guarantee complaints are addressed, along with feedback received from the vendor, within a timely manner.
• Travel to vendor offices throughout Texas.
• Perform other related duties as assigned.
Working Conditions:
• Flexible work schedule between the hours of 7am – 7pm
• Some overtime required as special projects arise
• Hybrid work environment based on existing business needs
• Be out in the field at least 3 times a week
• Extensive travel throughout Texas. Person will be required to travel 50%-75% of the time
• Overnight travel to other Service Provider locations
– 2 –
Minimum Requirements:
• High school diploma or GED equivalent
• 1+ year in operations within the energy industry, retail operations in competitive customer service role or other business process / customer service role
Preferred Qualifications:
• Basic experience with Microsoft Office Outlook and Excel
• Work experience in resolving customer inquiries and complaints
• Bilingual (Spanish) preferred but not required
• Experience with Vendor/Service Provider Management
• Knowledge of the retail energy industry
• SAP knowledge but not required
Additional Knowledge, Skills and Abilities:
• Competent in written/verbal skills; proven ability to provide excellent grammar, spelling, and sentence construction
• Evidence of problem-solving skills and critical thinking skills
• Proven ability to follow through on actions to meet your objective
• Ability to work in a team environment and handle change
• Exceptional people skills enabling effective interaction with internal, external customers, peers, and management
• Self-starter – takes steps to improve deliverables/results without having to be asked
• Must be detail-oriented and able to multi-task
• Analytical skills and desire to research problems to seek resolution
Physical Requirements:
• This role typically spends time sitting and working with computer
• Occasionally requires lifting as appropriate to perform duties and responsibilitie
The pay range that the employer in good faith reasonably expects to pay for this position is between $30.00 and $36.00
Our benefits offering includes medical, dental, vision and 401k.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions would like to thank you for the interest you have demonstrated in this opportunity. However, only candidates with the required skills will be contacted.
Not interested in this position, but know somebody who might be? Check out our Referral Reward Program, referrals are a big secret behind our success. As always, we’re on the lookout for great people. And we know that you know great people!
Tundra Technical Solutions is among North America’s leading providers of Information Technology and Engineering staffing and consulting services. Our success and our clients’ success are built on a foundation of service excellence. Rather than continually trying to sell to new clients and companies and simply filling databases with candidates, we focus on developing stronger relationships and deeper knowledge of our existing clients’ challenges and opportunities. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
Open ears. Open minds. Open futures