Business Quality Operations, Business Quality Specialist

What To Expect

The Quality Department's core purposes are to ensure that the services we provide and the products we install meet the design intent so that people will love them and to reduce organizational spend by identifying and reducing inefficiencies caused by operations errors and product defects. We react to issues by containing, identifying root cause, and determining corrective actions to prevent recurrence while proactively identifying and mitigating risks to improve capability and capacity of operations through new methods, tools, or material.

Tesla Energy’s Installation Quality department supports the installation of residential energy products through the continual improvement of process and product quality and the systems that surround them. A successful candidate for this team must be a problem-solver at their core, have a strong quality and customer-focused mindset, and have the personal drive and stamina for relentless, continual improvement, both personally and professionally.

The Business Quality Operations Team works with closely with our pre-install operations teams: Project Advisors, Site Designers, Contract & Documents, Permitting & Inspections and Site Survey. They are responsible for auditing the work of these teams to ensure that it meets internal standards and communicating findings with the individuals and supervisors they are auditing. The team also works closely with our process organizations to identify process/software issues within Tesla Energy’s execution system.

What You'll Do

Performs call monitoring and assessment of Call Center Associates for both inbound and outbound callsParticipates in call calibration exercises and internal listening sessionsResponsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standardsAssists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters Provides regular feedback to Quality Leadership regarding call trends, compliance issues, and procedure/training manual updates that may ariseWorks with Quality Leadership to continually define Quality Assurance guidelinesOffers suggestions for process improvement to foster exceptional customer experience

What You'll Bring

Microsoft Office 365 tools including Outlook, SharePoint, PowerPoint, Word, etc.Atlassian tools including Jira and ConfluenceTesla systems including Grid, Stream, Crew Scheduler, Warp, TCC, and BoltObjective knowledge of key soft skills and call control1-3 years of progressive work experience in Quality Assurance/Auditing, Call Center, or Customer ServiceAssociate Degree, combination of education and experience, or equivalent

Benefits

Compensation and Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction Family-building, fertility, adoption and surrogacy benefits Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA Healthcare and Dependent Care Flexible Spending Accounts (FSA) LGBTQ+ care concierge services 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits Company paid Basic Life, AD&D, short-term and long-term disability insurance Employee Assistance Program Sick and Vacation time (Flex time for salary positions), and Paid Holidays Back-up childcare and parenting support resources Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance Weight Loss and Tobacco Cessation Programs Tesla Babies program Commuter benefits Employee discounts and perks program