Customer Service
Full Time
Job Description
- Serves as dedicated Quality and Performance Management champion delivering full cycle project support with a focus on end to end customer experience
- Professional tasked with executing processes/tools/systems including conducting assessments, monitoring and facilitating call calibrations
- Conduct coaching conversations at all levels to Mastercard quality expectations
- Analyze data trends to identify root causes to improve processes, programs and/or tools
- Highly influential and communicates why Quality matters, converting data into business intel, telling the story that inspires others to action and uphold accountability measures across teams
- Leverage analytics, data trends to identify dissatisfaction and specific root causes to improve processes, programs and/or tools
- Provide visibility to management about adherence of procedures
- Engage with business partners to identify efficiencies and process improvement
- Ensure initiation, execution and tracking of process improvement plans
- Effectively communicates at all levels of organization
- Assists in design of Quality and Performance management journey mapping to deliver innovative design of processes, services and programs and identifying efficiency opportunities.
Required Knowledge, Skills, and Abilities
- Bachelor’s Degree (preferred but not necessary)
- Experience building trusted relationships with business partners
- Project and/or Program Management experience, with a good understanding of a typical lifecycle
- Experience implementing best-in-class integration practices and supporting integration efforts, providing guidance, monitoring progress and measuring results
- Excellent communication (written, oral and presentation) and interpersonal skills
- Detail oriented, proactive and able to work and multi-task with minimal supervision in a fast-paced and unpredictable environment
- Excellent time management, planning and organizational skills, and the ability to adapt quickly to change
- Must have excellent PC skills, including Microsoft Office suite + Visio (desirable)
- Critical thinking and problem-solving skills
- Proven experience in analytical reporting, WFO tools, (i.e., Speech/Text Analytics, Verint and Performance management).
- Strong proficiency in either B2B or B2C system applications, CRM tools (Salesforce, Service Cloud, Universal Agent Desktop etc.) and MI platforms (DOMO)
Reference no: 90050