Get job as soon as 2 days (HURRY UP) ENROLL NOW or Call   +1 (804)-715-8126

Quality Data Analyst III

Job Id : 996

Jobtitle : Quality Data Analyst III

Location : Austin, Texas

Company Name : SPECTRUM

Industry : Information Technology

Salary : $70,000 - $90,000  PER YEAR

Job type : Fulltime

Posted on: 2019-07-08

Required Skills : Engineering, Information Technology, Design

Benefits : No benefits are available

Operational Effectiveness Team Overview:
Want to work on a team focused on providing the data, analysis and recommendations to resolve issues and improve efficiency and Customer Experience across the enterprise? Join a team that is transforming the way we operate through cutting edge business intelligence. The Operational Effectiveness team leverages state of the art Nexidia Speech technology to unlock hidden insights. The team conducts speech studies, business intelligence insights and performance management mechanisms designed to support enterprise goals to improve Contact Center performance and Customer Experience.

Job Summary:
Our team is a mix of Level II Operational Effectiveness Analysts and Level III Operational Effectiveness Analysts.

The Level II Analyst typically spends 85% of their time listening to and analyzing calls for our Residential, Small/Medium Business, Mobile and Sales lines of business to support targeted Quality studies and developing presentations to convey these findings. They analyze patterns, identify, and align insights with speech studies while documenting findings, insights, and trends. In addition, the Level II Analyst utilizes speech analytics to identify and download calls for targeted purposes such as operational effectiveness, customer effort, legal, risk, or quality control.

The Operational Effectiveness Analyst III will also perform these Level II duties about 30% of the time. However, the remainder of their time will be spent reviewing, analyzing, validating, coaching and training junior members of the team on these activities.

Major Duties and Responsibilities:
The Operational Effectiveness Analyst III will serve as lead in the data compilation and analysis of customer experience across the call centers through targeted call listening. They will gather data and assist with the development of in depth case studies on strategic business topics that directly relate to customer experience, risk management, operational efficiency and coaching routines. The primary focus of in depth studies will span across voice and web channels as they relate to the contact center. Studies will include analysis and recommendation of team member development, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of our customer as it relates to the focus of the study.

The Operational Effectiveness Analyst III will define data requirements, develop data gathering questionnaires, calibrate call data collection definitions and analyze results in order to answer questions asked by the business. Utilize PowerPoint, Excel and Word, to present of findings.

Assist ongoing production and workflow improvement efforts, report any production issues, manage small projects, and/or small segments of larger projects.

Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization. Collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy. Communicate confidentially and professionally with both technical and non-technical audiences.

Demonstrate strong leadership skills and develop junior teammates. Work independently with limited direction.
Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Analyze business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Together with the LOB Client Success Manager, gather, refine and validate complex business requirements, interdependencies and potential risks or issues.

Collaborate with management in systems development and design.

Perform other duties as assigned.

Required Qualifications:
Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Working knowledge of cable television operations, processes and billing systems

Excellent interpersonal skills and ability to present performance feedback effectively

Excellent presentation skills with small- to medium-sized groups

Strong analytical ability

Ability to work independently
Bachelor’s degree in business administration, computer science or related field
Related Work Experience

Procedural documentation and project implementation experience

Experience training supervisors in a call center environment
Preferred Qualifications:
Skills/Abilities and Knowledge
Demonstrated project management and leadership abilities
Related Work Experience

5 years of call center/customer care operations management experience
Working Conditions:
Normal office conditions

Latest jobs for you

  • Senior Software Developer

    Sunpower Austin, TX

    Job Description :   Requirements:   B.S. degree in Engineering, Computer ...

    View Job
  • Network Engineer

    Access Staffing New York, New York

    Job Description :   The Network Engineer has accountability for researching, ...

    View Job
  • Cyber Security Engineer

    CACI International Pensacola, FL

    Job Description   Responsibility :   Design, evaluation, and architecture ...

    View Job
  • Perl Programmer

    PangeaTwo Birmingham, Alabama

    Job Description :   Duties Responsible for developing, enhancing, and maintaining both...

    View Job
  • Database Administrator - MySQL

    Daxko Birmingham, AL

    Job Description :   Responsibilities :   Ownership of DBA tasks for our ...

    View Job

Thanks For Your Feedback

We’re an equal opportunity provider.
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. is not a Consulting Company/Training Company/H1B Sponsor.

Attach A Resume First