This role within the Customer Experience Department, Trinidad is responsible for maximising efficiencies of all systems and processes which impact the experience of our customers and for ensuring the achievement of quality service indicators of the business
JOB TITLE: Quality Analyst
MAIN JOB FUNCTION:
This role within the Customer Experience Department, Trinidad is responsible for maximising efficiencies of all systems and processes which impact the experience of our customers and for ensuring the achievement of quality service
indicators of the business. Primary customer experience touch points include our Tele-Centre, Installations and Sales.
The incumbent’s focus will be to review our existing systems and processes, make recommendations for improvement, execute new initiatives, and at all times, measure and analyse effectiveness.
KEY RESPONSIBILITIES
Responsible for daily, weekly, monthly and quarterly reporting on satisfaction indicators impacted in all customer touch points.
Contribute to the development of improved processes, procedures and business rules by means of statistical analyses.
Effectively communicate and present results and recommendations to key stakeholders.
Rollout new initiatives to the business incorporating a change management approach.
Analyze data, draw conclusions based on findings and clearly summarize results to demonstrate key trends.
Data mining & analysis of root cause of problems.
Translate business requirements into technical specifications to facilitate building of end user reports in the BI
software tool such as Cognos, SQL, Crystal Reports and OLAP Cubes.
Measure the success of initiatives implemented and course correct as required.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
Bachelor’s degree in Applied Statistics/Mathematics/Economics and 2-5 years’ experience in Quality,
Process and/ or equivalent combination of education and work experience;
Must have experience in Query and BI Tools i.e. Cognos, SQL, Crystal Reports and OLAP Cubes.
Understanding of macros & office automation.
Knowledge of statistical methods, including correlation, regression modeling and significance testing.
Advanced proficiency in Microsoft Excel, Power point, Access, Visio and Project
Ability to understand / speak Spanish will be an asset.
KEY ATTRIBUTES REQUIRED:
Must possess excellent verbal and written communication skills
Strong problem solving and analytical skills – ability to reason logically, recognize assumptions, and ability to
quantify impacts on the organization.
Excellent Interpersonal and communication skills.
Results focused with the ability to perform with accuracy in a fast-paced deadline oriented environment
Excellent negotiation and influencing skills.
Note, Unsuitable applicants will not be acknowledged