Quality Assurance Performance Analyst

This position will be open to internal and external applicants and will close on Sunday, April 21, 2024.  This position pays between $54,720.00 to $68,400.00 and is based on skills, experience and education of the successful candidate.
About This Opportunity 
New Mexico Gas Company is seeking an individual with an analytical mind and a passion for customer service to join our team as a Quality Assurance Performance Analyst. The successful candidate will research, design, conduct, and coordinate the development, implementation, and assessment of NMGC's customer service training and call monitoring programs. 
Primary Duties and Responsibilities This list does not reflect the job duties in their entirety. Provides training service research, strategic planning and implementation, guidance, and support to the customer service function.  Conducts independent monthly assessments through call monitoring of individual team member compliance with explicit performance standards for customer contact.  Identifies, reviews, and analyzes customer service operations, suspected problems regarding customer service processes or specific customer accounts, and quality and compliance assessment data, and works with management to initiate corrective or preventive action, process improvements, and identify immediate and long-term training needs.  Develops cognitive, affective, and psychomotor learning objectives for courses. Identifies, selects, develops, prepares, revises, and evaluates training resources and materials, including instructor guides, presentations, and trainee materials and assessment tests.  Designs and implements procedures to evaluate progress and performance of team members. Provides coaching regarding procedures and performance standards for core processes.  Successful Candidate Must Have: A High School Diploma or GED A valid driver's license with an acceptable driving record 3 - 5 years of work experience related to the Duties & Responsibilities of this position Preferences:Associate's or bachelor's degree, Certified Professional in Learning and Performance Working Conditions 
Office environment.