External Job Posting
Job Title
Supervisor, Quality and Development
Status
Starting Pay Range
Posting Date
FULL-TIME
$81,166.00 - $101,458.00
7/20/2026
Employment Classification
Division
Closing Date
Regular
Customer Services
8/3/2026
As a Quality and Development Supervisor within our Customer Services division, you will play a critical role in supporting the employees who serve our customers every day. In this position, youll lead quality assurance and employee development initiatives, coach and mentor customer service professionals, and identify opportunities to enhance processes, elevate service level standards, and ensure consistent, high-quality customer support.You will foster a culture of continuous learning, accountability, and excellence while empowering team members to confidently assist customers with a variety of needs, including establishing new electric service, resolving billing inquiries, managing residential and commercial accounts and supporting customers during outage-related events.
ESSENTIAL DUTIES & COMPETENCIES
Responsible for providing leadership, expertise, planning, and overall management for the Quality and Development team. Specific responsibilities for this team include developing and training employees and monitoring quality to elevate customer satisfaction by focusing on consistency, compliance, and customer services standards. Management of this department also includes the optimization of business systems and processes to ensure a quality experience, the coordination and oversight of the analysis of business processes, documentation, training, and quality assurance for the division. Additionally, this position is responsible for collecting, analyzing, and preparing divisional transaction and survey data to support operational reporting, monitoring performance metrics, identifying trends, and assisting with department and organizational initiatives. Must be able to provide clear guidance to team members. Consistent and reliable attendance is an essential function of this position.
Supervises staff by prioritizing and assigning work, conducting performance evaluations, monitoring employee performance, ensuring staff members are trained and cross trained, resolving conflicts, and making hiring, termination, and disciplinary recommendations.
Assists with establishing and monitoring key measures to assess staff performance and ensure success.
Organize and execute a process for maintaining and storing all training records and quality assurance records for the division.
Oversees continuous improvement efforts to streamline processes and procedures, reduce duplication of efforts, and enables assigned staff to accomplish individual and group goals.
Monitors service quality and customer satisfaction through quality assurance audits and provides coaching and feedback to staff based on findings.
Coordinates customer outreach efforts, such as surveys, direct outreach and issue follow up, to improve customer experience, strengthen relationships, and support departmental objectives.
Accountability - Holds self and others responsible for goals, outcomes, deadlines, and objectives and follows through on commitments. Takes accountability for delivering on commitments; owns mistakes and uses them as opportunities for learning and development.
Adaptability - Maintains a positive attitude in the face of change; appropriately adjusts behavior and activities to changing conditions.
Customer Focus - Putting customers, both internal and external, at the center of business decisions in order to identify and respond to current and future customer needs. Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.
Initiative - Takes action on their own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked.
Teamwork - The ability to effectively interact, cooperate, collaborate, and manage conflicts with other people. Shows enthusiasm toward being a member of the group; actively participates in team meetings and activities; leverages the skills and interests of coworkers to achieve goals and solve problems; supports team decisions.
OTHER SKILLS AND ABILITIES REQUIRED
EDUCATION and/or EXPERIENCE
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
LES BENEFITS - Click the link below to explore the outstanding benefits available to LES employees!
Non-Union Benefits
EEO Minorities/Women/Disabled/Veterans