Description |
Senior Business Analyst, National Quality
Drive and manage successful launch of National Customer Satisfaction & Quality
initiatives and strategies. Identify areas of opportunity to increase customer satisfaction, prepare statistically valid business cases to support proposals, and present recommended action plans to diverse audiences, including the executive level. Develop and maintain productive partnerships throughout the organization. Guide and mentor other analysts. Effectively deliver analysis and information through verbal and written communication
Essential Duties and Responsibilities
Responsibilities may include:
* Drive development and implementation of Enterprise and Customer Service programs and initiatives
* Work on projects that typically involve data access, data mining, data modeling, synthesis and interpretation of business implications
* Gather and analyze qualitative and quantitative customer contact data from various sources
* Identify opportunities to bridge gaps between actual customer service delivery and world class customer experience
* Determine statistically significant data patterns and trends and isolate measurements that have no statistical validity
* Provide cost effective solutions and/or strategies including training, policy/procedure revisions, or other to enhance the customer service experience
* Create clear, concise documentation including graphs, tables and high-level summarization to support business cases and strategic recommendations
* Present findings and make recommendations to customer service leadership
* Promote customer advocacy across organization
* Develop and maintain close working relationships and act as liaison with key business owners
* Lead, coach and mentor other analysts
* Ensure integrity of all data outputs from Analyst I & II's
* Drive cross functional initiatives within the team
* Troubleshoot and resolve or escalate issues as appropriate
Supervisory Responsibilities
The Senior Analyst will provide daily direction to other analysts.
Qualifications
* High level of flexibility and creativity; open to new ideas and feedback
* Must possess the ability to think quickly and make high-empowered decisions
* Must possess the ability to learn by assimilating and applying in timely manner new job-related information that may vary in complexity
* Must have excellent communications skills and be able to engage participants in over-the-phone educational sessions
* Some travel will be required
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Requirements |
Education & Experience/Training
* 1-2 years Operational Leadership required
* Bachelor's degree (preferably in a quantitative discipline) or equivalent work experience
* Experience in statistics methodology including quantitative analysis and Multi-variant regression
* Competence in Microsoft Office
* Highly proficient in Excel, Business Objects, PowerPoint, Data mining, and Statistical Analysis Software (SPSS, SAS, Minitab, or equivalent)
Knowledge, Skills, and Abilities:
* Strong leadership and organizational skills with demonstrated ability to build effective teams
* Ability to work independently while remaining a team player
* Ability to build a strong business case
* Foster teamwork and enable teams
* Advanced verbal and written presentation skills at any level audience
* Demonstrates conflict resolution skills
* Advanced understanding of applications architecture
* Strong technical and analytical skills with the ability to think creatively and develop new solutions
* Managing client expectations
* Proponent of customer lifecycle and customer service methodologies
* Deliver and receive feed back in a constructive manner
* Strong facilitation and presentation skills with the ability to tailor to different audiences
When asked "How did you hear about us?" please select the option "Other" from the list and type "LatPro" on the next open field.
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