Sr. Customer QA Analyst - Process Improvement

Requisition : 82321

PSEG Company : PSEG Long Island

Salary Range : $ 79,400 - $ 125,600

Work Location Category : Hybrid Flexible

We're one of the country's largest energy companies, with a vision of powering a future where people use energy more efficiently and it's safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.

Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company - along with a supportive, friendly work environment where your contributions are valued. We know life isn't one-size-fits-all, and neither is work. That's why we offer flexible work options depending on the role.

In support of this model, roles have been categorized into one of three work location categories:

1. Onsite - roles where employees are expected to be onsite daily.

2. Hybrid fixed - roles that are a mix of remote work and onsite work fixed days each week.

3. Hybrid flexible - roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits designed to support your total well-being: medical, dental, vision, paternal leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

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.

Job 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.

Job Specific Qualifications

• 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

Desired

• Strong team player

• Advanced degree

• Supervisory experience

• Credentials in Six Sigma or Project Management Professional (PMP)

Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list and not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on premise or in an alternate location as directed by the company.

For all roles, PSEGLI's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.

Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.

If you are a current PSEG employee and offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits will change and generally be consistent with other similarly situated new hires of that company.

PSEGLI is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

PSEGLI is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call View phone number on click.appcast.io or email View email address on click.appcast.io.

If you need to request a reasonable accommodation to perform the essential functions of the job, email View email address on click.appcast.io. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

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