Job Description

Job Description

Job Description

Role Summary:

Assists with the design, development and implementation of the Quality Assurance & Soft Skill Training program for the three NA Service Centers. Collaborate with Quality Assurance & Training staff in NA Service Centers to deliver consistently high-quality service across all communication platforms in a seamless fashion that demonstrates no delineation between Service Centers. Identify and address training needs for soft skills, system knowledge and adherence to policy & procedure. Serves as a key contributor to the design, development, and implementation of data-driven quality assurance programs for our NA Service Centers. Utilize data analysis and technical tools to identify performance trends, system gaps, and training needs. Collaborate with leadership to create and deliver consistently high-quality service across all communication platforms by leveraging insights from data to drive strategic improvements.

Additional Responsibilities:

• Closely monitor the application of Quality Assurance; Soft Skill Training initiatives to ensure consistent and fair application across both NA Service Centers.
• In conjunction with management, design and build technical tools and dashboards to analyze service performance, leveraging business intelligence and AI-driven insights to identify trends and opportunities for improvement.
• Work with NA Service Center management staff to provide coaching and remedial training to staff as necessary.
• Work with the Manager of Quality Assurance to coordinate the immediate and ongoing soft skill training needs of the service center staff.
• Identify training or service gaps and quickly implement corrective action to minimize customer impact.
• Analyze large, complex datasets from customer interactions to proactively identify service gaps and root causes, developing data-backed recommendations for corrective action to minimize customer impact.
• Develop a strong understanding of system and process for all functional areas.
• Develop innovative approaches to providing superior customer service that will distinguish ONE in the market.
• Ability to travel, as required
• Explore the integration of AI and machine learning tools to automate quality monitoring processes and enhance the efficiency of performance analysis.

Core Required Skills and Competencies:

• Strong data analytics and reporting skills
• Expertise in advanced data analytics, including statistical analysis and predictive modeling to identify trends, patterns, and anomalies in large datasets.
• Acts strategically with focus and direction
• Ability to anticipate, analyze, decide and navigate
• Ability to collaborate effectively
• Adapts to change and prioritizes for high-end results
• High level of both verbal and written communication skills
• Strong analytical ability, acts objectively and plans for long-term implications
• Proficiency with or strong willingness to learn business intelligence tools (e.g., Tableau, Power BI) and advanced google Sheets, with experience in creating dashboards and data visualizations to inform leadership decisions.
• Knowledge of AWS, Salesforce, SQL, Python, or R for data manipulation and analysis is a plus.

Function Specific Required Skills and Competencies:

• Applies logical methods and analytical skills for recommendations and best results
• Applies rigorous data analysis and quantitative methods to provide evidence-based recommendations and drive strategic improvements.
• Attention to detail and accuracy
• Experience training one-on-one or in a classroom setting
• Strong presentation skills
• Intimate understanding of new and changing customer demands/expectations
• Experience working with and managing large datasets, with a focus on data integrity and data governance principles.

Required Minimum Years’ Experience:

• 2+ industry related, preferably in a customer service environment

Education:

• Bachelor’s Degree preferred

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