Business Process Analyst 2

This position supports the Global Support Shared Services Global Industry Units (GIU) by identifying areas for improvement, maintaining quality standards, and improving the customer experience through the monitoring and evaluation of customer contacts (service requests) via phone call monitoring or chat and service request audits. This position measures performance in handling customer contacts by measuring both the quality and accuracy of information provided, adherence to outlined standard operating procedures & policies, and customer service handling.  Along with measuring performance, this position also provides targeted feedback for associate coaching and development to Managers. This position identifies areas for quality performance improvement, individual training needs, trends in quality information, and group training requirements directly affecting customer service and satisfaction levels. 

Summary of Responsibilities

• Monitors quality performance of Global Support Shared Services Support Associates by selecting calls, chat, and IVR Survey interactions with their associated service requests for quality evaluation (or audit purposes) to provide a valid sampling representative of overall performance levels.
• Provide quality performance-related feedback to Managers of assigned groups of associates.  Identifies developmental opportunities for coaching to enhance expertise and abilities.
• Produces daily, weekly, and monthly quality results & metrics along with recommendations for continuous improvement for assigned teams.  Trends QA information for process/ performance improvement. 
• Participates in group monitoring & calibration sessions involving management, individual associates, and peers in the process.
• Trends QA information for process/performance improvement. 
• Communicates trend information to management, training, and internal partners.
• Share best practice quality and process-related information with work groups.
• Conducts new hire quality assurance overview education sessions.  Demonstrates the call evaluation and service request auditing process and reviews requirements and associated evaluation criteria.
• Assists in new hire or recurrent training delivery, as required which includes off-hours. 
• Partners with Global Support Shared Services Support Management concerning continuous improvement initiatives.
• Maintains professional and technical knowledge by attending educational workshops and Global Support Shared Services training.
• Performs special projects and other duties as assigned by management, as required.

                                                                        

Education/ Experience/ Other Requirements

• Bachelor's degree or equivalent experience plus a minimum of one (1) year experience in a high-volume customer service environment.
• Previous work experience supporting Oracle Hospitality, Health, Payments, Life Sciences, and Food and Beverage products preferred; previous work experience in the hospitality, food and beverage, payments, or healthcare industry and/or prior Support or Help Desk experience preferred.
• Previous call monitoring and/or quality auditing experience preferred.
• Detail-oriented with excellent follow-up, creativity, organizational, written, and oral skills. 
• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
• Strong listening skills with attention to detail and accuracy in workflow.
• Strong analytical skills, continuous improvement orientation, and customer service focus.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to manage time effectively, multi-task, and meet deadlines and requirements; accordingly, must be a self-starter.
• Demonstrated objectivity, professionalism, flexibility & maturity with the ability to deal with multiple levels of the organization.
• Ability to perform in a fast-paced self-directed environment.
• 410PC and software skills- functional knowledge of Microsoft Office required.  Knowledge of NICE, Oracle (Micros) Hospitality, and Food & Beverage product experience (Opera, Simphony, and other Hospitality and Food and Beverage applications preferred).
• Familiarity with Oracle DB /SQL skills is an advantage.
• A+, OCA, OCP, MCP, MCSE, or other similar certifications are a plus.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2 years relevant experience and BA/BS degree preferred.

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