Analyst, Quality Assurance

Job Summary:

Enhances the customer experience by monitoring and evaluating employee performance to deliver data driven insights and recommend targeted actions that improve service quality and operational effectiveness.

Job Description:

• Monitors customer interactions and communication channels to evaluate service quality and identify areas for performance improvement.

• Analyzes performance data, side-by-side observations, and customer feedback to uncover service gaps and recommend targeted coaching, mentoring, or training.

• Develops and implements quality control measures to track performance trends and support continuous improvement in customer experience.

• Collaborates with Customer Experience teams to align quality assurance efforts with process improvement initiatives and business goals.

• Completes daily and monthly reports to communicate performance trends and support data-driven decision-making across teams.

• Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.

• Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.

• Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Additional Job Description:

Education

• Bachelor’s degree in business administration or related area

Experience

• 3 years' experience in data analysis, reporting, process improvement, business strategic support (interpreting key performance indicators (KPIs), metrics, forecast, statistical results) and other analytical functions.

• Experience in quality assurance or customer service

• Experience using business system or analytic platforms.

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:

• Associate’s degree in a relevant field may substitute when accompanied by a minimum of 5 years of experience performing similar functions and at least 3 years of experience performing a previous Analyst role.

• High School or equivalent (GED) when accompanied by a minimum of 8 years of experience performing similar functions and at least 5 years of experience performing a previous Analyst role.

Competencies (Skills)

• Excellent interpersonal skills, through effective verbal and written communication. 

• Strong organizational skills. 

• Proficient in the use of Microsoft Office applications (Word, Excel, Outlook, SharePoint)

Licenses/Certifications

• Valid Driver’s License

Travel Requirements

• 70%

Physical Demands

Stationary Position: Constantly

Pushing/ Pulling/ Reaching: Seldom

Kneel: Seldom

Grab: Seldom

Bend: Seldom

Lift/Carry over: 0 - 15 pounds

Vision: 20/20 Corrected Vision

Working Conditions

Wet or humid: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.