Process Analysis and Improvement

• Gather project requirements and perform gap analysis
• Plan data collection methods for specific projects, and determine the types of data needed.
• Process large amounts of data that could be used statistical validation and graphic analysis.
• Prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data.
• Monitor calls and provide analysis on trends, opportunities, etc.
• Identify Lexicons mentioned during the interaction to describe business drivers
• Analyze structure around unstructured data (phone calls, chats, emails, surveys, case notes, and social media).
• Supervise and provide instructions operations/BE team in collecting and tabulating data.
• Utilize and be familiar with current system functions, applications, and enhancements
• Conduct a regular review of engagement performance and provide root cause analysis on pain areas
• Conduct simple graphical correlation
• Create process maps and challenge the current processes
• Design appropriate analysis to support the team and implement analysis
• Conduct meetings with SMEs, Managers, and Leads to come up with actions appropriate to achieve the desired result of the Analysis
• Design, create and update reports according to client requirement
• Create presentations showcasing output of the analysis
• Able to deliver quantifiable, actionable insight to clients
• Able to perform analytical activities to enhance customer experience, improve Service Recovery process, and drive operational efficiencies.

Interaction Analytics

• Understand business strategy of accounts who will employ Interaction Analytics
• Conduct meetings with SMEs, Managers, and Leads to come up with lexicons appropriate to achieve the desired result of Interaction Analytics
• Discover Lexicons through call validation & collaboration with the SMEs
• Develop Speech Analytics Rules aligned to the current business need
• Conduct a regular review of engagement performance while using Interaction Analytics and provide root cause analysis on pain areas that will be identified
• Conduct analysis on the result of Interaction Analytics
• Create presentations showcasing output of the analysis
• Present output to the clients and internal stakeholders

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:

• Communication Skills (Spoken)
• Communication Skills (Written)
• Customer Service Orientation

With Moderate Competency Level in ff.:

• Communication Skills (Spoken)
• Communication Skills (Written)
• Customer Service Orientation
• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Teams/Interpersonal Skills
• Work Organization
• Drive for Results/Execution
• Thriving in Change
• Expertise/Analytical Skills
• Product Knowledge
• Typing Skills
• Problem Solving
• Training Needs Analysis

Essential Skills

• Knowledge & Experience in using MS Office, Nexidia, Verint Speech Analytics
• Analytical and problem solving skills
• Excellent customer service skills
• Present data and articulate self well
• Consistently demonstrate sound judgment
• Mentor and develop reports
• Rapidly get to the root cause of issues
• Design appropriate analysis support the team to implement analysis
• BPO experience is an advantage

OTHER REQUIREMENTS:

Reports to: 

Supervisor / Manager

Supervises:

N/A