SENIOR ANALYST, PEOPLE SERVICES GENERALIST

• Develops consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analysing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction; reporting feedback to management; and identifying training opportunities.
• Executes quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; developing and implementing process changes; implementing utilization and effectiveness of quality assurance programs; evaluating service level data in order to determine behavioural gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels.
• Communicates findings to stakeholders and customers by providing documents and work papers; identifying process errors and determining needed fixes; providing recommendations to stakeholders regarding needed training support; updating training documentation; and ensuring recommended solutions are implemented.
• Executes quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; documenting processes; identifying areas of opportunity in quality assurance plans; and communicating recommendations to leadership.
• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
• Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

• Identifies the requirements, expectations, and needs of customers or members.
• Researches and integrates relevant information and data and uses expertise to make recommendations or decisions.
• Aligns and pursues work activities to achieve the mission and business priorities of the organization. Shares information, practices, and resources across functions, organizations, and locations to improve performance
• Develops and implements plans, practices, and processes to better achieve organizational goals
• Develops and presents logical, convincing reasons in support of ones perspectives and initiatives.
• Supports efforts to enforce compliance with policies and procedures.
• Demonstrates creativity and strength in the face of change, obstacles, and adversity

Experience Required - 2-4 Years

• Qualification - Any Graduate

Skill set Required

• MS Excel
• MS PowerPoint
• Presentation Skill
• Communication
• Reporting
• Analytical Skill
• Unemployment
• Builds trusting, collaborative relationships and alliances across functional and organizational boundaries