Senior Black Belt Analyst
hace 1 mes
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Description
The Analyst will deliver analysis of operational performance in order to support performance improvements. The Analyst will assess processes that have an impact on key operational metrics and customer satisfaction scores. The Analyst will be part of a team that works alongside stakeholders to interpret performance trends, determine root causes and design/help implement performance improvement efforts.
Responsibilities:
- Reviews operational metric results and customer satisfaction results on daily/weekly/monthly basis to identify trends in performance
- Utilizes tools such as Excel, cross-tabs, Power BI, Tableau or other tools to analyze qualitative and quantitative data
- Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers
- Effectively communicate analysis in a way that business stakeholders understand
- Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines
- Coordinates data collection, cleansing, and merging of data from separate streams
- Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results
- Facilitates and conducts root cause exercises, such as, but not limited to: slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation
- Aids in developing, execution, and measuring operational changes that are expected to improve results
- Presents key insights, solution recommendations, business cases and action plans to internal/external stakeholders
- Consistently provides updates and progress of action plans and activities
Profile:
- Bachelor’s degree in related field from a four-year college or university with two-three years related experience
- Strong problem-solving skills
- Project Management skills
- Works well with minimal supervision yet uses appropriate resources
- Good written and oral communication skills
- Ability to communicate with all levels of management
- Ability to travel periodically
- Experience with contact centers and customer satisfaction is preferred
- Experience with statistical concepts and applications; knowledge of predictive modeling a plus
- Six Sigma training and black belt certification required
- Python and PowerBI experience a plus
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