Sr. Customer QA Analyst - Process Improvement

LIPAPRD•Town of Huntington, NY

32d•Hybrid

About The Position

Work closely with Electric Transmission & Distribution (T&D) as well as Customer Operations departments to determine and provide operational and performance enhancements directed at improving Customer Satisfaction. This role involves leading and participating in cross-functional teams to develop, pilot, and implement process improvements. The analyst will analyze data to assess Customer Satisfaction and improve local procedures and policies, report on customer contact evaluation results, and provide structure to Quality Assurance expectations through meetings and training. They will implement Quality Assurance programs, review performance, and propose new procedures. A key responsibility includes analyzing Department of Public Service (DPS) and Executive Level complaints related to Transmission & Distribution (T&D) using systems like OMS, SAP, and CAS to understand customer concerns and review planned work. The role also involves developing and maintaining databases for tracking initiatives and performance, engaging with customers to resolve issues, and developing/delivering training to improve customer satisfaction metrics like first call resolution.

Requirements

A Bachelor's Degree plus a minimum of five years of analytical experience; In lieu of a degree, 9 years of analytical experience may be considered.
Electric operations and/or customer service experience
Demonstrated experience with cross-functional teams and/or process improvement initiatives.
Proficient in MS Office (Word, Excel, PowerPoint)
Strong public speaking and presentation skills
Demonstrated time management and project management skills
Strong interpersonal and 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
Credentials in Six Sigma or Project Management Professional (PMP)

Responsibilities

Lead and participate in cross-functional teams to develop, pilot, and implement process improvements in various areas of T&D.
Analyze data to assess Customer Satisfaction and improve local procedures and policies.
Report on customer contact evaluation results and recommendations to upper management.
Provide structure to Quality Assurance expectations by conducting meetings and training sessions with Supervisors and Staff from multiple departments throughout the company.
Implement Quality Assurance programs within selected areas of T&D. This includes review of performance of selected work units and/or workforce with managers and supervisors.
Propose and develop new and more complex Quality Assurance procedures.
Analyze all Transmission & Distribution (T&D) related Department of Public Service (DPS) as well as Executive Level complaints to provide insight of issues regarding the customer’s concern. This involves use of our Outage Management System (OMS, SAP, and CAS) systems to review work provided as well as outage history for the customer. It also requires detailed review of pending electric as well as tree trim planned work for the near future. The Senior/Lead roles are expected to have advanced skills in the OMS system.
Develop/maintain databases to track/report on Design, Construction and Customer Outreach initiatives to ensure process improvements are implemented and proactive customer communications are followed. Maintain Individual and Team Scorecards that track progress of performance efforts. The Senior/Lead positions will develop new databases.
Engage with customers via e-mail, phone and in-person when conditions warrant such to help resolve localized issues and customer specific concerns.
Develop and deliver a variety of training initiatives geared toward improving our overall J.D. Power customer satisfaction, first call resolution and closing the loop internally as well as externally with our customers. This includes refresher training for CAC Reps and Field Forces.