Sr. Customer QA Analyst
About The Position
The Sr. 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 leads or participates in cross-functional process-improvement efforts, analyzes customer satisfaction and complaint data, implements quality assurance programs, and reports results and recommendations to management. It also develops and maintains databases and scorecards, engages with customers to address localized concerns, and creates and delivers training intended to improve customer satisfaction and resolution outcomes. The position is hybrid, with at least three onsite days per week. During storm or outage restoration efforts, the employee may perform duties different from normal operations, work extended hours, and work onsite or at an alternate location as directed.
Requirements
- Bachelor’s degree and at least five years of analytical experience; in lieu of a degree, nine 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.
- Proficiency in Microsoft 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 skills.
- Advanced degree.
- Supervisory experience.
- Six Sigma or Project Management Professional (PMP) credentials.
Responsibilities
- Lead and participate in cross-functional teams to develop, pilot, and implement process improvements in areas of 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 the performance of selected work units and/or employees 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 to identify issues and investigate customer concerns, including reviewing work and outage history in OMS, SAP, and CAS, as well as pending electric and planned tree-trimming work.
- Develop and maintain databases to track and report on Design, Construction, and Customer Outreach initiatives and ensure process improvements and proactive customer communications are implemented.
- Maintain individual and team scorecards tracking progress of performance efforts; Senior/Lead roles develop new databases.
- Engage with customers by email, phone, or in person when warranted to help 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 CAC representatives and field forces.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paternal leave and family leave programs
- Behavioral health programs
- 401(k)
- Life insurance
- Tuition reimbursement
- Generous paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
