Dell Sr Analyst Business Operations in Quezon City, Philippines

Sr Analyst Business Operations

Job ID R03309

Date posted 10/12/2017

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

DESCRIPTION:

Basic Description

Works in the architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards/models. Drives continuous quality focus and improvement through strategy, quality management systems and metrics for measurable results to achieve customer satisfaction. Builds and promotes a quality oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs, and training

Knowledge

• Understands and applies principles, concepts, theories, technologies and standards of professional field.

• Develops and applies specialized knowledge within own discipline.

• Deepens knowledge through exposure to new assignments and continuous learning.

• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.

• Should be able to work with our third party Quality Vendor to understand our call quality program and ensure proper usage by all responsible for scoring calls

• Should be capable of being calibrated on the behaviors and criteria linked with our call quality program

• Should be able to learn our processes for resolution of Customer Inquiries and be able to cross audit other auditors

• Keen awareness of Voice of Customer

Problem Solving

• Applies research, information gathering and analytical and interpretation skills to problems of diverse scope.

• Develops solutions to a variety of problems of moderate complexity.

o Screens, categorizes, evaluates, reconciles, reports and resolves data integrity issues.

o Interprets generally defined practices and methods.

• Recognizes and acts on inconsistencies in data or results and escalates unusual problems.

• Identifies issues beyond stated situation.

• Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions.

• Regularly exercises discretion and independent judgment on business matters.

• Involved with local or business specific engagement initiatives in support of broader programs

Skills

• Good understanding of relevant operational process area (Quality Standards in the Financial Services Industry)

• Good knowledge of any one of the Quality Assurance Models ( Six Sigma techniques).

• Good Knowledge of Audit process and auditing skills.

• Good knowledge of MS Office applications with a focus on MS Excel and MS Word.

• Familiarity with Qfinity plus

QUALIFICATION:

Requirements

• 3-5 years of relevant experience preferred preferably in a call center. Preferably in a supervisory level

• Willing to work night shift to match North American Daytime Hours

• Excellent communication & interpersonal skills

Metrics

CE

NPS

Communication Satisfaction

Compliance

Coaching Effectiveness

Calibration

Job ID

R03309