Position Overview : The Process Improvement position with cxLoyalty Support Services Team is responsible for extracting daily defect data analysis, transforming the data and use the findings in reporting to support cost savings initiatives for cxLoyalty business objectives.
An understanding of process improvement principles, effective coaching skills, and the ability to adapt to a variety of changes in the industry while monitoring actual defect amounts to goals on a site and department level is needed to provide a consistent measuring stick to improve overall quality within the organization.
This position requires excellent communication skills and highly effective collaboration with multiple teams and subject matter experts.
The position being offered is a temporary internship with Process Improvement good for 3 months, subject to possible extension depending on business need.
There will be no change in job title, with employee’s tasks and time evenly divided between original and new positions. Employee will continue to report to original supervisor during the internship period.
provides feedback when necessary Collaborates with leadership ensuring high cost defects and recent changes are conveyed to Agents Holds Sites and Departments accountable for performance expectations, coaching to defined metrics through research and reporting Develops relationships with internal teams to identify changes in workflow or functions that may require new or revised processes Performs other duties as assigned within the scope of responsibilities and requirements of the position Collects data from a variety of sources including defect data, quality assurance data, customer surveys and employee feedback.
Completes daily audit of defect data to validate that all postings are accurate and complete. Works with accounting department if any adjustments to defect postings are necessary.
Completes root cause analysis and trending of defect data and correlates with quality assurance results, customer surveys, and employee feedback to identify and provide trends and sound improvement recommendations.
Recommendations must be supported by data and drive revenue improvement, cost reduction, and / or quality enhancements to return substantial and measurable financial benefit for cxLoyalty.
Completes month end reporting for operations and account management that produces statistical evidence of impact including charts, graphs, spreadsheets, and statistical reports.
Prepares monthly defect presentations and facilitates defect meetings with operations and stakeholders to review results / recommendations and prioritize improvement opportunities.
Maintains regular and timely updates to stakeholders and measure business impacts to ensure targets are met or exceeded.
Keeps stakeholders promptly and fully informed of all matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
Liaises with external customers, other cxLoyalty departments, and / or external vendors as necessary to ensure actions are implemented and expected results are achieved.
Maintain weekly, monthly reporting in a timely manner Respond to business inquiries regarding defect questions, challenges and / or re-
classification in a timely manner. Requirements Extensive experience with Microsoft Suite applications (Word, Excel, PowerPoint, Visio, SharePoint) Intermediate to Advanced knowledge / proficiency in Travcom, Support Center Plus, Qfiniti, MAUI, selfbooking tools, IEX, Switchfly required Working knowledge of appropriate technology, travel industry GDS is required (Worldspan, Sabre) Schedule flexibility including evenings and possibly weekends Ability to prioritize, effectively manage resources, and meet deadlines Qualifications : At least 6 months serving in current capacity and business unit as of XXXX Performance metrics and attendance must be in good standing Not more than 2 attendance points, effective XXXX No corrective action / record.
Open to Debit Memo / Commission Capture specialists only