Analyst, Contact Center - Quality Strategy

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• ​This job is a member of the Customer Experience Team within the Global Reservations Division.
• ​Responsible for identifying opportunities to improve operations and customer experience by leveraging new agent and customer facing technology.  Support project team (s) through all phases of Reservations projects related to technology in the contact centers (e.g. IVR, CTI, agent desktop application, business intelligence tools), including requirements definition, business case development, planning, implementation and post implementation analysis.
• Partner with Citi stakeholders and internal product teams to support the AAdvantage CashTM program, ensuring alignment with servicing, quality standards, and overall customer experience objectives.
• Monitor and analyze Citi referral performance, customer interactions, and operational data to identify trends, uncover insights, and drive continuous process improvements.
• Collaborate with Co-Brand partners to support the development, launch, and optimization of new initiatives and engagement strategies that increase program participation and effectiveness.

What you'll do

• ​Coordinates with various business departments to receive and validate key model assumptions; defend and justify assumptions to assist in moving project from planning to approval
• Prepares and presents business justification for senior management and board of directors explaining project expenses and associated value
• Organizes and coordinates with vendor and internal constituencies for visits to locations for discovery sessions
• Partners with IT and the business to communicate needs, business goals and requirements, and timelines to drive projects to completion
• Provides direction to Reservations operational managers and directors to discuss impact to the operation and help to plan change management strategy accordingly
• Conducts statistical and trend analyses to quantitatively measure the effects of each project on Reservations call metrics and business P&L
• Conducts project meetings; complete project tracking/ analysis reports; report to management and business owners regarding project progress, issues, and risks
• Assists with oversight of vendors, as required; track and review vendor deliverables
• Identifies barriers/ solutions requiring management intervention
• Monitors industry technology developments

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor’s Degree in a related field or equivalent experience/training
• 3 years in related work experience
• Demonstrated strong analytical skills, with at least 2 years’ work experience in an analytical role

Preferred Qualifications- Education & Prior Job Experience

• ​Advanced degree
• Reservations experience with knowledge of AACoRN & WebRef
• Experience with driving revenue through sales initiatives and behaviors
• Ability to evaluate and re-design business processes
• Highly organized
• Experience in preparing summary presentations for Sr. Management

Skills, Licenses & Certifications

• ​Advanced modeling skills, including the ability to logically structure analytical framework
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Access, etc.
• Knowledge of advanced modeling skills, including the ability to logically structure analytical framework
• Strong analytical, quantitative knowledge
• Skilled in modeling skills, including the ability to logically structure analytical framework
• Ability to deliver accurate work in a multiple deadline environment
• Ability to be adaptable and flexible in the use of analytical approaches
• Ability to be logical and pro-active approach to problem solving
• Ability to deliver accurate work in a multiple deadline environment

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