Job Description

Job Profile Summary
The Quality Analyst would join Rackspace Technology at an exciting time, where it seeks to transform it’s quality process with an automated solution, using CallMiner’s Eureka Platform. The role would be integral to supporting a successful implementation and adoption of the text and speech analytics software solution within our Global Technical Support group. Responsibilities would include expert data/business analysis, analyst coaching, defining objectives for departmental use cases, providing direction, tool expertise, best practices & process development both pre and post launch of the platform within our organization. This role ensures that Rackspace Technology will be best placed for success with CallMiner Eureka and will help us recognize and overcome any pitfalls and hazards along the way. Further responsibilities include evaluating multi-channel data sets for actionable insights, presenting out key findings to internal customers at Senior Manager+ levels, and providing ongoing thought leadership to stakeholders. The position requires a highly disciplined self-starter, who thrives on juggling complex projects within a dynamic team. A balance of technical and soft skills is essential to ensuring we continue to deliver a Fanatical Experience to our customers.
Career Level Summary
Operates under moderate supervision.
Key Responsibilities
Configures the CallMiner database from within the CallMiner User Interface including query building & tuning to evaluate and improve patterns of language for driving business insights automated scoring & topic identification analyzing recorded audio, chat and email to uncover trends and opportunities. Deep understanding of metadata and Key Performance Indicators; diligently capturing combinations of keywords & phrases within the system for optimal configuration of Search Based Categories. Manipulates data inside and outside of Eureka Analyze and find key findings. Compiles observation reports & delivers executive briefings utilizing deep dive, root cause, SWOT, regression and other analysis methodologies. Enhances value through producing quantifiable results and recommending organizational change initiatives. Provide project status updates & rapidly escalate to management any barriers impacting forward progress to improvement initiatives. Communicate effectively with internal stakeholders and external vendor.
Prioritizes business and project requirements. Defines project purpose and cost/benefit analysis for various initiatives and projects. Enacts project planning and management to balance project resource, timeline, and scope. Provides thorough communication internally within the department and externally to the rest of the business. Provides functional expertise to one or more business areas. Defines and documents process flows. Facilitates testing and quality assurance. Facilitates end user training. Helps establish framework for Quality reports for various functional areas. Owns and manages all Quality reporting. Contributes greatly to document management initiatives.
Knowledge
Intermediate understanding of metrics and reporting. Intermediate organization, decision-making, and written and verbal communication skills. Strong attention to detail and problem solving skills. Intermediate skills with CallMiner, MS Office tools, including Work, Excel, and PowerPoint. Self starter and ability to work both independently and in team environments.
Skills
Excellent English language skills, both written and verbal.
Inquisitive and personable with a good understanding of business strategy, data visualization, and process improvement.
Ability to organize and manage own work, projects, priorities, deadlines and follow up on assignments with moderate direction.
Familiarity with basic syntax and Boolean search operators, as demonstrated by a continuous string of successful improvement projects.
Detail oriented and familiar with reiterative analysis and testing processes.
Ability to multi-task across multiple projects and priorities.
Aptitude for working with users of many skill levels and personalities in a highly technical environment.

Education
Bachelor’s degree in Business, IT, Engineering, or equivalent
Experience
3+ years related experience. Minimum 1 year working with CallMiner toolset (alternative speech/text quality analytics solution maybe acceptable) in a contact center environment.
Physical Demands
General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required.
Disclaimer
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

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Skills

Business Research , Business Analysis , Business Development ,

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Qualifications

• Degree
• Computer Science / IT
• Engineering - Others