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SUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTS JOB TITLE:Quality Assurance Analyst REQUISITION:CUS00GR DEPARTMENT:Customer Care – Raytown Customer Care Center or Wichita Service Center LOCATION:Raytown, MO Wichita, KS PAY RANGE:Quality Assurance Analyst I: $51,000 - $63,700 Quality Assurance Analyst II: $62,300 - $77,900 Sr Quality Assurance Analyst: $70,400 - $93,900 Scheduled Work Hours: Monday - Friday 8:00 a.m. - 5:00 p.m. or as needed Job Summary The Quality Assurance Analyst evaluate, and review agent interactions (written & verbal) with customers (internal & external) and provides feedback. The Quality Assurance Analyst will collect and analyze data to identify trends and provide recommendations. This position also supports the development of Customer Care Operations employees. This role requires a passion for process improvement and innovation. Essential Responsibilities and Duties • Participate in the design of evaluation formats and quality standards • Audit tasks and project work and provide immediate feedback • Perform Quality Assurance evaluations and provide trend data and recommendations to management • Perform Quality Assurance evaluation on other correspondence mediums to ensure multi-channel customer service excellence • Provide actionable data to various internal support groups • Prepare and analyze Quality Assurance reports for management • Compile performance data and prepare reports for management • Support all quality assurance initiatives: Calibration and Quality New Hire Training • Review, evaluate and modify existing programs or recommend appropriate changes • Identify the training and development needs, coach agents, and support supervisors • Coordinate the development and review of policies and procedures • Other duties as assigned

Education and Experience Requirements • A degree in business, finance, or other related field is highly preferred. • Experience in collecting, analyzing and interpreting data. • Experience in assessing development needs to improve quality performance. • Experience in process improvement.

Knowledge, Skills and Competencies • Knowledge of industry related field work concepts, practices, and procedures • Knowledge of billing standards, tariffs, policies, and best practice • Communicate effectively with people at all organizational levels • Passion for providing an exemplary customer service experience • Knowledge of customer service systems (CIS,CCB,Verint) • Provide constructive feedback and coach for improvement • Recognize performance trends and identify development needs • Collect, analyze, interpret data and create actionable plans from data • Builds Relationships – Forms and maintains effective relationships within and across organizational boundaries to improve decision-making and leverage capabilities. • Champions Adaptability – Embraces the implementation and acceptance of change in the organization. Demonstrates openness to new concepts and/or approaches to work and adapts effectively.
• Focus on Customer Experience – Embodies Evergy’s customer experience intent of genuinely caring for external and internal customers. Understands and anticipates customer needs, communicates clearly and proactively, values our customers’ time, and creatively resolves issues and concerns. Acts as a trusted advisor and an active and visible contributor to the well being of our community. • Analytical Thinking — Analyzing information and using logic to address work-related issues and problems. • Attention to Detail — Being careful about detail and thorough in completing work tasks. • Cooperation — Being pleasant with others on the job and displaying a good-natured, cooperative attitude. • Demonstrates Business Acumen – Applies knowledge of the business and the business and the industry to decision-making. Assesses internal and external organizational factors to understand the whole business picture.

Licenses, Certifications, Bonding, and/or Testing Required Must possess a valid driver’s license.

Working Conditions Normal office conditions. Ability to meet strict deadlines and work well under pressure required. Additional hours or weekends may be required. Must have excellent work record including good attendance.

Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. So, our goal is to be a diverse workforce that is representative of the communities we serve. We are committed to celebrating diversity and building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. We know that the more diverse and inclusive we are, the better we will be. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.

Job: *Professionals

Title: Quality Assurance Analyst

Location: null

Requisition ID: CUS00GR