Analyst, Global Process and Quality Management4 months ago, from Royal Caribbean InternationalAs a QA, you will monitor top and emerging contact center transaction QA trends and NPS reviews which indicate process and policy friction points for guests, trade partners, and contact center agents during interactions from booking research all the way to pre-cruise readiness.This position will collaborate with cross-functional teams to root cause friction points and identify proper courses of action to eliminate such as:Individual coaching opportunitiesGroup training interventions; knowledge management articles creationProcess reengineering; technology/system enhancements; policy interventionsESSENTIAL DUTIES AND RESPONSIBILITIES:Partners with Learning and Development's QA team to monitor and analyze key transaction trends that point to persistent contact center interaction friction points.Reviews and analyses guest and trade NPS responses for experience friction points and most commonly complained processes, policies or service.Monitors executive and other escalation channels for highly escalated experience friction points.Collaborates with contact center leaders and/or cross-functional teams to root cause interaction friction points and define actions to eliminate:Performance Management for frictions rooted to an individualTraining, Learning, Knowledge interventions for group-based trendsProcess enhancements for most commonly missed or non-compliant proceduresTechnology enhancements that improve guest, trade, and agent ability to book and service bookingsCollaborates with cross-functional teams to root cause highly escalated or persistent issues and define actions to eliminate:Review and resolve process gapsRe-engineer processes to improve efficiencies or service turn-around timesAnalyses booking cancellations trends and works with cross-functional teams to reduce or eliminate cancellations that are within SSC's control.Represents the voice of the guest, trade partner, and contact center agent to upstream groups that influence product and service quality (Product, Ops, Technology, etc).ABOUT YOU:Bachelor of Arts, or Bachelor of Science in a related field required. 3-6 years contact center experience.Preferred experience in contact center operations' support roles such as QA, Training, or Coach/Supervisory.Preferred experience in Quality Assurance or Process Improvement methodologies.An equivalent combination of education and experience acceptable. Professional training certification preferred. 30% travel required.Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.Ability to write reports, business correspondence, and procedure manuals.Ability to effectively present information and respond to questions from groups of managers, and contact center agents.Ability to read fairly complex mathematical analysis on performance metrics. This includes trend analysis, statistical analysis, interpolations, and regression analysis. More basic mathematical skills are also required including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Ability to compute rate, ratio, percentage, draw and interpret multiple graphical representations.Ability to solve practical problems; deal with a variety of concrete variables in situations where only limited standardization exists.Ability to interpret a variety of instruction furnished in written, oral, diagram, or schedule form.Must possess excellent interpersonal skills. Strong verbal and written communication skills required.Should effectively build relationships and encourage collaboration in order to manufacture positive and significant outcomes.Able to conduct research, draw upon a variety of resources, facilitate ideation of targeted and creative solutions amongst subject matter experts.Able to manage change, anticipates needs, and makes recommendations for improvement.
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