Ubiquity is hiring for a Quality Business Reporting Analyst for our Bacolod Site! A Quality Business Reporting Analyst evaluates business processes, identifies needs and develops strategies to maximize opportunities based on the quality performance of our call center associates who deal with our existing and potential customers.
This will require working with business, IT and test systems as well as an array of different departments to gather meaningful information on trends, root causes and behaviors.
This position requires the creation of documents, manuals and presentation of results and will require interaction with stakeholders and various subject experts.
The Responsibilities :
Collecting and analyzing data for potential business expansion.
Identifying specific business opportunities.
Influencing stakeholders to support business projects.
Leading projects and coordinating with other teams to produce better business outcomes.
Testing business processes and recommending improvements.
Reviewing of calls, CSAT, NPS and other KPI reporting to provide an integral analysis of behaviors.
Providing recommendations of changes needed to QA forms, reporting, data output as needed based on results.
Creation of presentations for stakeholders to understand key findings and recommendations for next steps.
Participates in customer and client listening programs to identify customer needs and expectations as seen fit.
Provides actionable data to various internal support groups as needed.
Provides feedback to call center team leaders and managers.
Elaborates and participates in weekly, monthly and quarterly business reviews to review performance as needed.
Perform other duties as assigned.
Ideal Candidates Have
2-3 years Call Center Experience
Intermediate to advance Excel skills
Intermediate to advance management of presentation tools (PPT)
Excellent written and verbal communication skills
Experience in staff positions
Great analytical, critical thinking and problem-solving abilities
Strong adaptability and capacity to work in fast-paced environments
In depth understanding of organization data flow and its use in management decision-making
1-2 years Analyst Experience a plus
Bachelor Degree a plus
Must be self-motivator and self-starter;
Focus on quality and customer service;
Exceptional listening and analytical skills;
Must be able to effectively deal with people at all levels inside and outside of the Company.
What we do.
Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations.
Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150+ brands and counting.
Learning and Development Opportunities
Career Advancement Opportunities
Group Life Insurance
Tenure Based Benefits
Annual Performance Appraisal
We want you .
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.
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