Customer Service Process Improvement Analyst

PNM Resources, Inc.; Albuquerque (NM); On-site; USD 73,000 - 121,000; Full time

Job summary

PNM Resources, Inc. is seeking a Customer Service Performance Analyst to support assessment, development, and improvement of Marketing and Customer Service processes.

The role acts as a liaison to articulate business requirements and to report on best practices that drive continuous improvement of department metrics. The incumbent will lead process assessments, identify gaps, perform root cause analyses, and shape corrective actions in collaboration with management, focusing on data analysis and

Qualifications

• Bachelor's degree from four-year college or university with five to seven years related experience or equivalent combination of education and/or experience related to the discipline.
• Certification in a relevant quality discipline preferred (e.g. ASQ, CQA, Six Sigma)
• Strong written and verbal communication skills
• Ability to read and interpret business documents
• Ability to write routine reports and correspondence

Responsibilities

• Supports management in collaborative assessment of existing business processes and identifies gaps.
• Acts as a liaison between departments to translate functional requirements.
• Leads independent assessments of processes, products, and services to identify gaps between current and desired states.
• Leads and coordinates department self-assessments and root cause analyses.
• Investigates performance problems and analyzes root causes.
• Supports development of corrective action proposals and strategic direction for implementation.

Skills

Analytical thinking

Communication

Influence & collaboration

Problem solving

Education

Bachelor's degree with 5–7 years experience

Tools

MS Office

Data analysis tools

Job description

PNM Resources, Inc. is seeking a Customer Service Performance Analyst to support assessment, development, and improvement of Marketing and Customer Service processes.

The role acts as a liaison to articulate business requirements and to report on best practices that drive continuous improvement of department metrics. The incumbent will lead process assessments, identify gaps, perform root cause analyses, and shape corrective actions in collaboration with management, focusing on data analysis and