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Quality Data Analyst III - Process Improvement

Date posted 07/17/2019 Requisition Number: 238791BR Location: United States - Texas - Austin Area of Interest: Customer Operations Position Type: Full Time
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


The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13551 Business Unit: Customer Operations Apply Later

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