Subject Matter Expert (Support&Ops)

Job Summary

Conducts quality (soft skill & Language) review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.

Audits representatives' inbound and outbound phone calls and/or correspondence, observing tangibles and intangibles of customer experience.

Testing tickets and process compliant to policies and procedures

Participate in process reviews to inform the resolution of defects.

Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.

Take responsibility for providing and maintaining internal process metrics and tracking key deliverables

Evaluates and records the quality and performance during each call.

Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.

Provides feedback on uniform application of guidelines and procedures.

Provides critical data used to generate weekly or monthly reports on the performance of phone, chat or email representatives. Identifies adverse performance trends and patterns.

Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.

Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.

Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.

Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.

Develops job aides and other tools to assist representatives in improving overall quality of interactions.

Other duties as assigned by Management.

Key Responsibilities

Should possess skills to turn data into information, information into insight and insight into business decisions.

Should have knowledge to identify business trends utilizing real data to optimize statistical efficiency and quality.

Should be able to conduct full lifecycle analysis to include requirements, activities, and design.

Should have knowledge to develop analysis and reporting capabilities.

Experience in creating database on MS Excel, MS Access, SQL

Should have knowledge on MS Azure Cloud Data factory, Blob, or any other tool for storing large quantities of data.

Should know how to administer containers in MS Azure.

Should be able to deploy and schedule pipeline.

Experience in storing data, creating reports, analyzing reports, creating custom reporting pivots, charts and sharing findings with various departments, project stakeholders and management.

Identify, Analyze and Interpret trends or patterns in complex data sets.

Work with management to prioritize business and information needs.

Design Executive Reports for CXOs, EVPs and/or any other Executives

Design, create, alter, validate, and maintain Data Solutions, to meet business needs.

Compile analysis reports that are delivered to client and then follow-up on all results.

Determine and document project requirements for business processes and abide by those requirements for future projects’ reporting.

Interpreting data, analyzing results using statistical techniques and providing ongoing reports

Acquiring data from primary or secondary data sources and maintaining databases. Database may be any tool like MS Excel, MS Access, or Business Objects, etc.

Knowledge on MS Power Automate

Should be able to create automated workflows between apps and services to synchronize files, get notifications, collect data and more.

Should possess knowledge on building apps using MS Power Apps

Good to know how to write code to extend business app creation and customization using MS Power Apps

Skill Requirements

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Must Have Skill

Quality Management

Good to Have Skill

Other Requirements

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