Sr Analyst, Quality Management

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

 

The Royal Caribbean Group’s brand has an exciting career opportunity for a full Sr Analyst, Quality Management reporting to the Trade Sales team.  

 

This position will be working onsite from Florida.   

 

Position Summary:

The Senior Quality Management and Analytics Analyst will lead a team to analyze business performance and data across all channels, utilizing internal monitoring tools to define business needs and/or opportunities, gathering data and owning daily operational reporting for all evaluated interactions. The Quality Assurance Analyst will continue to seek ways to improve automating agents’ evaluations while increasing strategic and surgical coaching opportunities to improve agents’ key performance metrics. The Quality Assurance Analyst will utilize data from all channel recording tools to help identify key data, trends and any critical opportunities that will serve to improve business performance for Royal Caribbean, SilverSea, and Celebrity Trade Support and Service and Consumer Outreach.

 

Essential Duties and Responsibilities:

• Coordinate all business intelligence and analytic team activities for Trade Support & Service and Consumer Outreach channels.
• Develop a deep understanding of technical systems and business processes to help analytic team members extract data driven insights while identifying opportunities for engineering enhancements.
• Provide business trends and learning opportunities from analytics to the Global Training team from business intelligence, Quality Assurance evaluations, and speech analysis.
• Track and report on analytic project status, ensuring that risks are reviewed and mitigated, issues are escalated and resolved, and changes are documented and approved.
• Respond to changing analytical dynamics within the contact center and develop plans to address challenges as entry channels spike or reduce in volume and trends. Gather raw data, analyze trends, and deploy actionable solutions that respond to the changes. Recommend to Senior Management proactive solutions that can mitigate reactionary steps, up to and including new technology. 
• Gathering, analyzing, and interpreting of contact center data across all channels including speech, call, and textual data.
• Monitor recorded call volume and establish correlation reports for system performance.
• Customize reports to analyze any meta and speech call data such as key word lists, call duration, silence time, travel advisor and customer call drivers which can be filtered within the recording platform.
• Schedule automated reports to be delivered to specific business units or users based upon requested frequency and delivery time.
• Gathering, analysis and interpretation of report data. Provide actionable information to leadership with a regular cadence, and ad-hoc.
• Manage the call center recording and monitoring databases and troubleshoot, proactively maintain and produce audit reporting for applications and data integration.
• Create and optimize ad hoc queries, reports and templates to help improve overall agent monitoring percentage and evaluation usage for North America and global markets.  Provide weekly and monthly reports to upper management.
• Develop and manage the creation and development of quality and monitoring specifications, scorecards and forms to support the business needs.
• Create and manage all profiles and user accounts in the system as requested by the business for North America and global markets; adding or inactivating system users and modifying user settings, skill scope, and other permissions as needed.
• Ensure that the contact center monitoring systems and resources are optimally aligned to support the business objectives. Develop productive working relationships with all Trade Support and Service Leads, Supervisors, Managers, and above.
• Conduct learning sessions to ensure users can perform within the established systems as efficiently as possible.
• Execute monthly status reports and presentations that are sent to senior management. Make responsible decisions and help ensure that departmental quality assurance and call monitoring metrics are met. Communication with other departments and vendors to assure that business or departmental policy changes or projects that will impact processes are identified and solutions are created.
• Identify, analyze, and report on technical resources for supported business units.
• Communicate any potential risks and issues which may arise from analyzation