Cobb EMC has an exciting opportunity for a Quality Control & Training Specialist to assist in the development and maintenance of front and back office processes, training, and quality control programs that will ensure accurate billing of electric members and support Member Care departments. To research and resolve complex billing problems, inconsistencies, related to calculation and bill print prior to billing. To ensure functionality within the CIS and related systems are accurate and in line with current rate schedules, corporate rules and policies. Develop, implement, and conduct professional training to Member Care departments.

Schedule: Monday- Friday 8am-5pm (Hybrid- 3 days in the office and 2 days remote)

Benefits:  

• Company paid Health Insurance Premiums!
• Insurance is effective your first day of employment
• Retirement Security Pension plan!
• Automatic 7% Company paid contribution to 401k with additional matching!
• Annual Bonus Program!
• Tuition and Certification reimbursement!
• Learn more HERE

To learn more about Cobb EMC visit our website at www.cobbemc.com

What you will be doing:

Billing Quality Control Programs
• Assist in the development of quality control programs to ensure accurate and timely billing.
• Assist in documenting all current processes and maintaining current processes list.
• Assist in maintaining a database of known billing errors to develop quality control solutions.
• Assist in evaluating the effectiveness of each quality control process and make necessary changes for improvement.
• Setup, run, and monitor billing processing to ensure its effectiveness in evaluating all electric bills generated, including bill print.
• Track and close service orders in the CIS for field work that has been completed.
• Assist in processing allocation and retirement of Capital Credits within CIS when designated by senior staff and Board of Directors.
• Accurately and efficiently research, troubleshoot, and document problems related to CIS, MDM and related systems; relay problems to supervisor to assist with solutions.
• Assist in the tracking of quality control programs to ensure accurate and timely billing.

Member Service Quality Control Programs
• Assist in identifying, developing, and implementing processes to enhance member satisfaction with Member Services departments in relation to J.D. Power survey.
• Assist in maintaining reporting and communication process between the departments within Business Operations to track and resolve quality control issues.
• Assist in ensuring all areas of Member Care properly communicate corporate policies and procedures.
• Respond to all verbal and written/email requests in a timely manner to the QC&T department.
• Communicate training flashes to appropriate groups in a timely manner.

• Field trouble calls/emails on CIS, MDM and related system problems throughout the company, determining needed solutions.
• Assist all departments with CIS related problems and software operation as needed.
• Maintain spreadsheets/reports that evaluate member satisfaction of Member Care and employee performance.

Training
• Develop new and supporting training programs for Member Care departments.
• Conduct training sessions to individuals, departments, divisions related to software implementation, software enhancements, and any additional requests from Member Care departments.
• Provide oversight and evaluation of Member Care center training programs and material to ensure corporate policies, procedures, and standards are correctly communicated.
• Review, maintain, and provide enhancement feedback related to Online Reference Files.
• Effectively teach CIS, MDM and related systems to new users.
• Effectively communicate CIS, MDM and related system changes to users.
• Develop and update course workbooks and other training materials.
• Assist with communications for all changes that are training related.
• Provide training support to update and maintain the Online Reference Files.
• Effectively schedule facilities and equipment for delivery of training classes.
• Effectively proofreads and edits procedures and related documents to ensure clarity and consistency.

Process Mapping
• Maintain documented back office procedures.
• Assist in the re-engineering of front and back office processes.
• Develop visual aids related to processes and procedures.
• Make recommendations to management to improve current processes and procedures.

Testing
• Develop scripts to test business processes and maintenance of the CIS system, including all upgrades, configuration, and programming changes.
• Execute test scripts to ensure programming changes had the desired effect.
• Maintain test script library for regression testing.

Minimum Requirements: 

Associates Degree in Business Administration, Management, or a related field, or equivalent work experience.
Minimum three years’ experience in Customer Service, Call Center or equivalent work experience.
Previous experience with personal computers including MS-Office suite (Word, Excel, PowerPoint).
Previous experience preparing and presenting training programs.
Previous experience with Customer Information Billing systems
Previous experience with OneNote, Visio, and Adobe Captivate
CIS Project Experience
Software Testing Experience

SKILLS:
Excellent communication skills both verbal and written.
Interpersonal skills to interact with members and employees.
Excellent judgment and decision-making.
Ability to integrate tasks and improve overall performance and productivity.
Ability to analyze, isolate, document, and resolve problems and to communicate problems and solutions.
Ability to acquire knowledge of system operations rapidly and respond quickly and efficiently to change.
Excellent analytical and problem-solving skills.
Ability to work with minimal supervision.
Excellent time management skills

CORE Values:

Put People First

Care, listen and connect. Think team, not self. Respect and value differences. 

Stay Safe

No shortcuts. See the big picture, no tunnel vision. Look out for each other

Innovate

Embrace change. Think big and bold. Be part of the solution. 

Own It

Own your attitude, actions and words. Find a way. No BCD. Never stop learning. 

EOE/Disability/Vets/Drug-Free Workplace