Subject Matter Expert (Support&Ops)

• *Job Summary**
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• Conducts quality (soft skill \& Language) review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
• Audits representatives' inbound and outbound phone calls and/or correspondence, observing tangibles and intangibles of customer experience.
• Testing tickets and process compliant to policies and procedures
• Participate in process reviews to inform the resolution of defects.
• Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.
• Take responsibility for providing and maintaining internal process metrics and tracking key deliverables
• Evaluates and records the quality and performance during each call.
• Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
• Provides feedback on uniform application of guidelines and procedures.
• Provides critical data used to generate weekly or monthly reports on the performance of phone, chat or email representatives. Identifies adverse performance trends and patterns.
• Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
• Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
• Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Develops job aides and other tools to assist representatives in improving overall quality of interactions.
• Other duties as assigned by Management.

• *Key Responsibilities**
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• Should possess skills to turn data into information, information into insight and insight into business decisions.
• Should have knowledge to identify business trends utilizing real data to optimize statistical efficiency and quality.
• Should be able to conduct full lifecycle analysis to include requirements, activities, and design.
• Should have knowledge to develop analysis and reporting capabilities.
• Experience in creating database on MS Excel, MS Access, SQL
• Should have knowledge on MS Azure Cloud Data factory, Blob, or any other tool for storing large quantities of data.
• Should know how to administer containers in MS Azure.
• Should be able to deploy and schedule pipeline.
• Experience in storing data, creating reports, analyzing reports, creating custom reporting pivots, charts and sharing findings with various departments, project stakeholders and management.
• Identify, Analyze and Interpret trends or patterns in complex data sets.
• Work with management to prioritize business and information needs.
• Design Executive Reports for CXOs, EVPs and/or any other Executives
• Design, create, alter, validate, and maintain Data Solutions, to meet business needs.
• Compile analysis reports that are delivered to client and then follow\-up on all results.
• Determine and document project requirements for business processes and abide by those requirements for future projects’ reporting.
• Interpreting data, analyzing results using statistical techniques and providing ongoing reports
• Acquiring data from primary or secondary data sources and maintaining databases. Database may be any tool like MS Excel, MS Access, or Business Objects, etc.
• Knowledge on MS Power Automate
• Should be able to create automated workflows between apps and services to synchronize files, get notifications, collect data and more.
• Should possess knowledge on building apps using MS Power Apps

Good to know how to write code to extend business app creation and customization using MS Power Apps

• *Skill Requirements**
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• *Must Have Skill**
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Quality Management

• *Good to Have Skill**
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• *Other Requirements**
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