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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.



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






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





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:




• 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.

Pacific Gas and Electric Company (PG&E), a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric companies in the United States. Based in San Francisco, our 24,000 employees deliver safe, reliable, affordable and clean energy to nearly 16 million people throughout our Northern and Central California service area, stretching from Eureka to Bakersfield and from the Pacific Ocean to the Sierra Nevada.

More About Our Company

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland