Customer QA Analyst

PSEG Long Island•Town of Huntington, NY

4d•$67,200 - $106,400•Hybrid

About The Position

The Customer QA Analyst works closely with Electric Transmission & Distribution (T&D) and Customer Operations to identify and provide operational and performance enhancements that improve customer satisfaction. The role analyzes customer satisfaction and complaint data, develops and implements quality assurance programs and process improvements, and reports findings and recommendations to management. It also supports training for supervisors, staff, customer assistance representatives, and field forces, and may engage directly with customers to resolve localized issues. The position uses systems including OMS, SAP, and CAS to investigate T&D-related complaints and customer concerns, reviewing work provided, outage history, and planned electric or tree-trimming work. It also develops and maintains databases and scorecards to track initiatives and performance. During storm or outage restoration, employees may be assigned different functions, work extended hours, or work at company premises or an alternate location.

Requirements

Bachelor's degree and at least 2 years of analytical experience, or 6 years of analytical experience in lieu of a degree.
Electric operations and/or customer service experience.
Demonstrated experience with cross-functional teams and/or process improvement initiatives.
Proficiency in MS Office, including Word, Excel, and PowerPoint.
Strong public speaking and presentation skills.
Demonstrated time management and project management skills.
Strong interpersonal, verbal, and written communication skills.
Effective customer resolution skills.
Familiarity with interdepartmental interfaces.
Demonstrated critical thinking and strategic planning.

Nice To Haves

Strong team player.
Advanced degree.
Supervisory experience.
Six Sigma or Project Management Professional (PMP) credentials.

Responsibilities

Participate in cross-functional teams to develop, pilot, and implement process improvements in T&D.
Analyze data to assess customer satisfaction and improve local procedures and policies.
Report customer contact evaluation results and recommendations to upper management.
Conduct meetings and training sessions with supervisors and staff from multiple departments to establish quality assurance expectations.
Implement quality assurance programs in selected T&D areas, including reviewing work-unit or workforce performance with managers and supervisors.
Propose and develop new and more complex quality assurance procedures.
Analyze T&D-related Department of Public Service and executive-level complaints, using OMS, SAP, and CAS to review customer work, outage history, and planned electric and tree-trimming work.
Develop and maintain databases tracking Design, Construction, and Customer Outreach initiatives, and maintain individual and team scorecards tracking performance efforts.
Engage with customers by email, phone, or in person when warranted to resolve localized issues and customer-specific concerns.
Develop and deliver training initiatives to improve J.D. Power customer satisfaction, first-call resolution, and internal and external follow-through, including refresher training for customer assistance center representatives and field forces.