CAP Specialist, Senior
San Francisco, CA, US, 94105
Requisition ID # 30735
Job Category : Compliance / Risk / Quality Assurance
Job Level : Individual Contributor
Business Unit: Customer Care
Job Location : San Francisco
Department Overview
In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Position Summary
The Quality Operations Specialist is responsible for performing detailed Corrective Action Program investigations and analyses using established formal causal evaluation methods and tools. Collaborates with departments within or across lines of business to develop effective corrective action plans for identified issues. Provides analyses and reporting of adverse trends. Develops quality management systems and plans for process improvement to assure quality assurance and quality control measures are implemented. Evaluates effectiveness of, and recommends improvements in business process, practice and procedures. Identifies and communicates opportunities for systemic improvement.
Responsibilities
Corrective Action Program (CAP):
- Leads CAP investigations and analyses
- Works collaboratively with stakeholders on moderate to complex investigations and facilitates agreement on the causes of issues.
- Verifies corrective actions are implemented and validates effectiveness to prevent recurrence
- Process Improvement
- Leads teams to perform business process analysis
- Participates in business process reengineering
- Review failure data, perform trend analysis, and make recommendations to improve system performance
- Recommends process improvements for monitoring, executing and reporting
- Provides quality recommendations by evaluating and reviewing processes in lines of businesses or departments
- Promotes performance improvement
- PSPS staff role for EOC events
Qualifications
Minimum
High School diploma or equivalent
5 years of progressive experience in utility operations or in other highly regulated industry
Experience in a utility operations supervisory position
Experience with business process reengineering
Desired
BA/BS
Microsoft Office Word, Excel, and Power Point skills
Working knowledge of SAP
Knowledge of quality management systems and corrective action programs
Ability to influence all levels including senior management
Ability to interview personnel of all levels during incident investigations
Working knowledge of process instrumentation and controls
Knowledge of work methods and procedures in order to accurately identify risks and areas for improvement
Ability to work independently and be effective in team settings
Cause evaluation training
Certification(s) in one or more of the following:
• HFACS
• RCA
• ACE
• 5-Whys
• Fault Tree Analysis
Our Mission
To safely and reliably deliver affordable and clean energy to our customers and communities every single day, while building the energy network of tomorrow.
Our Vision
With a sustainable energy future as our North Star, we will meet the challenge of climage change while providing affordable energy for all customers.
Our Culture
We put safety first.
We are accountable. We act with integrity, transparency and humility.
We are here to serve our customers.
We embrace change, innovation and continuous improvement.
We value diversity and inclusion. We speak up, listen up and follow up.
We succeed through collaboration and partnership. We are one team.
Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland
