*QUALITY ANALYST - ENERGY ASSISTANCE

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.

If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose.

The Quality Analyst provides support to the Energy Assistance and Information Specialists and management team as part of the Energy Assistance program and other family service programs. Duties include:

• Reviewing completed applications and inbound customer calls and providing documented feedback to the management team
• Assist management by identifying opportunities for performance and operational improvements
• Assist as needed with training materials and perform other related duties as assigned
• Research information using specialized database
• Maintains accurate call tracking information through the database
• Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures
• Performs related duties as assigned to successfully fulfill the function of the position.

This position may be eligible for remote or hybrid work.

Required Education:  High School Diploma or GED, AND: 

•  24 months experience in a call center or front-line customer service.

Skills:

• 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

Certifications:

• None

Advertised Physical Requirements:

• Ability to engage in repetitive motions and to sit or stand for extended periods. Finger dexterity required. Ability to communicate including expressing oneself or exchanging information with others. Ability to hear including receiving detailed information orally.

Departmental Preferences:

• 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

Supervision: No Supervisory Duties

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing .

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.