Role and Key Responsibilities:

• Provide daily, weekly and monthly Quality reporting including completion, gap analysis, result trends, trend benchmarking and reporting on performance management trends to meet stakeholder requirements.
• Directs the preparation and maintenance of such reports as are necessary to carry out the functions of the department. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment.
• Focus on various aspects of reporting like incentives, Live Dashboards, new tool knowledge, insights etc.
• Providing advice and guidance regarding reporting queries submitted by the operations. This will involve both the initial interpretation of the quality rules and conflicts of interest policies against specific query-related facts and the development of initial advice on matters under review.
• Working with relevant internal and external stakeholders to ensure data is accurate and current. To work closely with all stakeholders to define and maintain reporting requirements across all Webhelp sites and to continually improve the process of data reporting, analysis and insight.
• In addition to investigating, promoting and implement new ideas and initiatives in terms of quality improvement that will support the operations department thus maintaining the competitive edge within the outsourcing marketplace.
• Work in conjunction with the wider team to assist with any client requirements when necessary to provide advice and support on data and strategies.
• Regular reporting and analysis of key performance metrics for daily, weekly, monthly, quarterly and annual requirements. Assist with analysis in discrepancies within reporting suite to ensure all reporting is fully up-to-date and accurate.
• Identification of process improvement, working with line manager on the implementation of new/updated processes. Development and implementation of reporting tools to support business requirements.

Key skills & knowledge:

• Proven experience with Power BI, MS Office 365, SharePoint, Power Apps, Power Automate and One Drive
• Advanced MS Excel experience including formulae, pivots, lookups, reports, etc.
• High level of numerical literacy and data analysis methods including correlation, causation, regression analysis, data visualization and standard deviation for CSAT, NPS, FCR, AHT calculations to provide customer outcome results
• Expertise in preparing performance dashboards, charts and dynamic reports at management level and above including strategy and business case scenarios
• Good knowledge of VBA including user forms, loops, sub routines, UDFs, Array, etc.
• Producing actionable insight and recommendations
• Good knowledge of Power Pivot, Power Query, DAX and data modelling
• Excellent communication skills, ability to interact with self-confidence at all levels, as well as managing key stakeholder relationships

Educational Qualification: 

Bachelor’s degree