• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports and analyzes qualitative and quantitative data and identifies performance improvement opportunities• Works on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores• Constantly coordinates data feed with Operations and Service Delivery team to determine areas for focus and conducts analyses to understand the drivers of performance gaps and opportunities on the process and journey• Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives• Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation• Facilitates action planning sessions with Call Center Operations or other stakeholders and aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes• Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics• Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations

• Responsible to generate and schedule custom-based reports leveraging Salesforce Data Center to ensure that operations have a daily visibility of their CPIs and KPIs through dashboards that act as early warning device for possible outliers and repeat offenders• Leverage Saleforce Data Center as the backend that contains all data and create or maintain its connection to Salesforce Tableau as the front end where it showcases client specific metrices and its trends• Ensures that data extracted from SFDC Org61 are cleansed to ensure highest accuracy and integrity on the data and through ETL approach, we are leveraging the automation capacity of other reporting platforms as preferred by clients such as Microsoft Excel (VBA Macro) and Google sheets (App Script)• Acts as 2nd layer signoff to perform quality checks on all process updates or any new guidelines and policies that will be implemented across territories and constantly working with Service Delivery team to ensure the team is aligned and calibrated for any revision that the business requires

• Maintains excel and google sheets-based dashboards that provides high to low level of reporting view for operations’ visibility to ensure they are on track of their performance of their core metrics• Utilizes Data Analytics Studio to extract data and load to BI reporting platforms and transform these datasets into a more insightful and reporting view for operations and stakeholders• Examines and conduct quality checks on the contents of the report and its overall story to ensure accuracy and correctness of the of numbers being published• Works on AdHocs request particularly on Data recreation, goal simulation and business view of KPI numbers• Translates findings and reporting numbers into slides and decks for business reviews and other stakeholder’s regular cadence• Optimizes and automates reports around KPI/CPI League Tables, Agent Scorecards, Stank Ranks and any other applicable reporting files that can be systematize to increase efficiency and effectiveness

• Manages daily operations of the Quality Analytics and Performance Improvement Department delivery through insights and analytics• Identify key metric opportunities by call listening and applying RCA methodologies to deliver insights and analyses• Creates summary of trend analysis based on the audits completed as well as recommendations and suggested actions• Determines quality standards by studying inbound and outbound calls of Fault Managers (Technical Support Tier 2)• Evaluates approaches by rating effectiveness; providing quality ratings; identifying training needs; developing training programs• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes• Facilitate both Internal and Client Calibration sessions to ensure alignment process and policies based on the definition of the QA scorecard• Conducts QA Talks and discussions with different teams to support and to identify any training needs

• Responds and addresses wide array of fault concerns in a free flow approach from basic to advance to ensure that root cause of technical fault is determined • Acts as a Supervisor to handle escalation whenever a customer would raise complaints and seek to speak to someone in charge of the fault issues and work on those complaints in cases customers pursue validation or further resolution beyond what the Tier 1 can offer

• Interacts and assist the customers mainly with their queries and concerns, provide customer information around the products and services being offered, process sales orders and any request that revolves around their accounts and billing• Supports customer in diagnosing and repairing faults remotely which includes troubleshooting steps from the products they purchased to us such as their telephones, TV Boxes, mobile phones and internet connection along with fault escalation whenever necessary