Public Service Enterprise Group (PSEG)

Sr QA Analyst - Process Improvement

Public Service Enterprise Group (PSEG) • $79K — $125K *
Melville, NY 11747In-Person
Energy & Utilities
5 - 7 years of experience
Yesterday
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Job Overview by Ladders

Qualifications

  • Bachelor's degree plus 5 years of analytical experience or 9 years in lieu of degree.
  • Experience in electric operations or customer service.
  • Proven experience with cross-functional teams and process improvement.
  • Proficient in MS Office applications.
  • Strong public speaking and presentation abilities.
  • Demonstrated time management and project management expertise.
  • Excellent interpersonal, verbal, and written communication skills.
  • Effective in resolving customer issues and concerns.
  • Familiar with interdepartmental workflows.
  • Strong critical thinking and strategic planning capabilities.

Responsibilities

  • Lead cross-functional teams to pilot and implement process improvements in T&D.
  • Analyze customer satisfaction data to enhance local procedures.
  • Report customer contact evaluation results to upper management with recommendations.
  • Conduct meetings and training sessions on Quality Assurance expectations with diverse company staff.
  • Implement and review Quality Assurance programs in T&D, proposing complex QA procedures.
  • Analyze complaints and provide insight into customer concerns using OMS and SAP data.
  • Develop and maintain databases for tracking Design and Customer Outreach to support process improvements.
  • Engage directly with customers to resolve localized issues when necessary.
  • Create and deliver training programs focused on improving customer satisfaction metrics.

Benefits

  • Hybrid work model allowing flexibility between office and remote work.
  • Opportunities for professional development and training initiatives.
  • Involvement in cross-functional teams and projects enhancing career progression.
  • Engagement with a diverse range of departments and customers.
Full Job Description
Sr. Customer QA Analyst - Process Improvement

Requisition: 82321

PSEG Company: PSEG Long Island

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

Work Location Category: Hybrid - Melville, NY

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.

About Public Service Enterprise Group (PSEG)

PSEG is a diversified energy company. Established in 1903, the company has long had a key role in fueling New Jersey's economy and supporting the state's quality of life. Public Service Electric and Gas (PSE&G) is New Jersey's largest provider of electric and gas service – serving 2.2 million electric customers and 1.8 million gas customers or nearly three out of every four people in the state. PSEG also owns and operates a diverse fleet of power plants with more than 13,000 megawatts of generating capacity located primarily in the Mid-Atlantic and Northeast regions and has solar energy facilities throughout the United States. Another member of the PSEG family of companies, PSEG Long Island, operates the electric transmission and distribution system of the Long Island Power Authority, with 1.1 million customers. PSEG has approximately 12,700 employees, who are carrying forward a proud tradition of dedicated service over more than 100 years.

Public Service Enterprise Group (PSEG) Careers

Join the dynamic team at Public Service Enterprise Group (PSEG), a leading integrated energy company with a proud history and a promising future. At PSEG, we are committed to innovation, leadership, and sustainability, making it an ideal place for professionals looking to make a significant impact.

Work You’ll Do

Embark on a fulfilling career journey with PSEG and be part of a culture that values diversity, leadership, and professional growth. Our team is dedicated to transforming the energy sector through innovative solutions and sustainable practices.

Explore Job Opportunities

PSEG offers a wide range of job opportunities across various disciplines. Whether you're a seasoned professional or a recent graduate, PSEG provides the perfect platform to enhance your skills and advance your career. Explore positions in engineering, customer service, IT, and more, where you can contribute to groundbreaking projects and initiatives.

Internship Programs

Kickstart your career with PSEG’s internship programs. Gain hands-on experience, work with seasoned professionals, and develop skills that will set you apart in the job market. Our internships offer a unique insight into the energy industry and provide a pathway to future employment opportunities within the company.

Benefits and Growth

At PSEG, we believe in nurturing our team's potential by offering competitive benefits, extensive diversity training, and opportunities for career advancement. We support our employees' professional and personal growth through continuous learning and leadership development programs.

Join Our Team

We are hiring! Search open positions that match your skills and interests. PSEG is looking for passionate, curious, and solution-driven team players. Prepare your resume, ace the interview, and join a company that is dedicated to your growth and success.

Networking and Professional Development

Enhance your career through PSEG’s robust professional networking opportunities. Connect with industry leaders, participate in seminars and workshops, and collaborate with a team that’s at the forefront of the energy sector’s transformation.

Stay Connected

Keep up to date with the latest at PSEG: - **Career Tips**: Get insider perspectives and industry-leading insights you can put to use today—all from the people who work here. - **Job Alert Emails**: Personalize your subscription to receive job alerts and the latest news tailored to your preferences. Discover the exciting and rewarding opportunities that await at Public Service Enterprise Group (PSEG). Join PSEG and be part of a company that’s powering progress and empowering your future.
Learn more about Public Service Enterprise Group (PSEG)
Size
12,684 employees
Market Cap
$30.3 billion
Industry
Energy & Utilities
Net Income
$1.9 billion
Founded
1903
5 Year Trend
+1.6%
Revenue
$9.6 billion
NASDAQ
PEG
* Ladders Estimates

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