Job Description

KEY INITIATIVES AND RESULTS EXPECTED:

The primary purpose of this position is to identify, analyze and improve workflows for the PPM Cloud & Software organization, to ensure the delivery of quality and SLA (Service Level Agreement) compliance metrics. The Quality Analyst will be responsible for the compilation and delivery of weekly, monthly, and quarterly Zones Assist case performance reports. They will also assist peers/leadership in escalation management. A passion for process improvement and the ability to think critically in ambiguous situations. This candidate needs to be able to communicate with multiple people internally and externally to the organization

STRATEGIES AND ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitor/Audit cases to ensure workflows are in compliance with quality framework standards
• Prepares and actively participates in Calibration sessions
• Successfully analyze trends, and comparisons and communicate suggestions to leadership in weekly, monthly, quarterly, and ad-hoc reporting
• Determine the root cause of questions and issues and communicate appropriately to resolve
• Monitor workflow queues in ServiceNow to ensure case management SLA workflows are meeting targets
• Inspire operational excellence by defining and communicating processes and best practices for quality and workforce planning and telling stories with data across the organization
• Able to identify process discrepancies/knowledge gaps and propose solutions
• Able to communicate professionally and clearly through all communication forums (Microsoft Teams, email, and phone)
• Manage escalations in a professional manner
• Maintain timely rigor for operational processes
• Ongoing maintenance of documented processes

METRICS

List key metrics that will measure and define success for this role, based on the assigned Shared Services workstream. These metrics can include some or all of the below and can be changed without notice to meet company standards:

Complete 100% of auditing quotas established

90% of SLA compliance goals aggregated across teams

SUPERVISORY RESPONSIBILITIES

List any management responsibilities.

• none

MINIMUM QUALIFICATIONS

EDUCATION/CERTIFICATION:  

• 4-yr degree preferred but not required
• In-lieu of 4-yr degree equivalent education, certifications, training, and work-related experience

REQUIRED EXPERIENCE:

• Strong customer service skills
• Excellent organizational skills and process expertise
• Ability to meet aggressive deadlines
• Adaptability to an ever-changing work landscape
• Analytical with excellent problem-solving skills
• The ability to work independently and in a team environment
• Able to work effectively across functions, levels, and disciplines
• Strong verbal and written communication skills
• An analytical mind and inclination for problem-solving
• Excellent proficiency in Microsoft Office applications

Required Skills