Quality Assurance Analyst I - Guatemala City - Conduent Business Services

Descripción

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Track Description:

• Requires formal education and relevant expertise in a professional, sales, or technical area.

• Performs technical-based activities.

• Contributes to and manages projects.

• Uses deductive reasoning to solve problems and make recommendations.

• Interfaces with and influences key stakeholders.

• Leverages previous knowledge and expertise to achieve results.

• Ability to complete work self-guided or with a team.

• College or university degree required or the equivalent work experience that provides exposure to

fundamental theories and concepts.

General Profile

• Exposure to Customer Service and contact center functions.

• Experience in Contact Center Analytics projects or Quality Assurance functions.

• Excellent written and verbal communication skills as well as business presentation skills.

• Hands-on expertise in data mining and BI tools like MS Excel, POWER BI, etc.

• Prior experience in speech analytics platform, such as query building, category building, creation of spech analytics report, the configuration of reports is a plus.

Impact

• Impacts the accuracy of own work.

• Follows standardized procedures and practices to achieve objectives and meet deadlines.

Leadership

• No supervisory responsibilities.

• Responsible for developing technical contributions.

Problem Solving

• Uses existing procedures to solve standard problems.

• Asks questions and checks for understanding

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Participate in complex analytical and data management exercises by understanding, collating and analyzing unstructured/structured data from the Speech Analytics engine and existing Client databases.

• Develop Analytics methodologies focusing on Speech Analytics

• Participate in call listening processes to validate results and collection of Key phrases.

• Partner with Client's in-house analytics team, IT team and Speech Analytics vendor to understand business problems and execute the recommended solutions.

• Participate in regular (weekly/bi-weekly/monthly) interactions with designated customer contacts (analytics

teams, database teams etc.)

• Establish project performance tracking framework to track project outcome. Analyze test and control groups and run champion challenger designs to measure project capability

• Lead self-driven exploratory analysis to identify business opportunities and provide insights to Operational leadership as well as offering formal recommendations to senior leadership with the objective of elevating the customer experience while increasing organizational efficiencies.

• Analyze large volumes of transcribed customer interactions to evaluate existing processes, products and recommend efficient, cost-effective solutions which support business strategic initiatives.

• Develop and monitor daily, weekly, monthly, and annual customer call trends and present analytical findings to senior leadership with the objective of elevating the customer experience as well as increasing organizational efficiencies and, and associate performance.

• Understand the business and their needs, and proactively identify and provide new areas of analysis in

response to inquiries.

• Root cause analysis to understand key drivers, including forecasting likely improvements due to customer initiatives.

• Proactively work with stakeholders to understand their strategies and research needs

• Conduct root - cause analysis of interaction data, identify trends/patterns or correlations involving other contact center KPIs