Customer Service Performance & Process Improvement Analyst

Public Service Company of New Mexico (PNM); Albuquerque (NM); On-site; USD 73,000 - 121,000; Full time

Job summary

Public Service Company of New Mexico (PNM) is seeking a Customer Service Performance Analyst to support the assessment, development and improvement of Marketing and Customer Service processes. The role acts as a liaison to articulate business requirements and reports on best practices relevant to the department.

The analyst helps identify metrics for continuous improvement, conducts root-cause analyses and supports action plans aligned with strategic objectives in a collaborative environment.

Qualifications

• Bachelor's degree with five to seven years related experience.
• Certification in a quality discipline preferred (e.g. ASQ, CQA, Six Sigma).
• Ability to read and interpret business documents and write routine reports.

Responsibilities

• Assess existing processes and identify gaps or inefficiencies.
• Translate requirements between departments to ensure alignment.
• Lead self-assessments and root-cause analysis for incidents and processes.
• Identify and prioritize opportunities for improvement aligned with strategic planning.

Skills

Leadership

Interpersonal skills

Communication

Relationship building

Organizational skills

Education

Bachelor's degree

Tools

MS Office

Data analysis tools

Flowcharting tools

Job description

Public Service Company of New Mexico (PNM) is seeking a Customer Service Performance Analyst to support the assessment, development and improvement of Marketing and Customer Service processes. The role acts as a liaison to articulate business requirements and reports on best practices relevant to the department.

The analyst helps identify metrics for continuous improvement, conducts root-cause analyses and supports action plans aligned with strategic objectives in a collaborative environment.