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Service Quality Analyst

Service Quality Analyst– Digital Brand Services

Any DBS Office Location - EMEA, APAC or Americas

Hours TBD

Hybrid Work Schedule

Service Quality Analyst 

Our Domain Operations Team is excited to share a new opportunity in Service Quality! The Service Quality Team focuses on delivering the CSC Promise to our customers while also supporting our global customer service organization. This is a unique role where you will partner with our Service Leadership Team to support the development and growth of our people. This role is a great opportunity for individuals who are agile, innovative, team-focused, and passionate about delivering the CSC Promise.

Some of the things you’ll be responsible for: 

  • Ensure we are consistently delivering on the CSC Promise and providing a consistent, high-quality service experience to our clients
  • Partner with the Service Leaders to review individual performance and support the development of individual performance goals
  • Audit individual performance to understand strengths and areas of opportunity. Ensure clients receive a consistent, high-quality service experience
  • Create quality reporting to support our service goals and metrics
  • Analyze reporting to understand and identify trends and areas of opportunity
  • Make recommendations to improve our Service Team processes, goals, and reporting, based on your experience and insights
  • Work independently to develop and execute projects and make decisions based on business and customer needs
  • Provide regular performance and project updates to Service Leadership, including presentations and written summaries
  • Deliver superior quality team results by being timely, accurate, consistent, and complete, while always striving for high accuracy
  • Support your direct team colleagues, as needed

    • What technical skills, experience, and qualifications do you need? 

  • An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
  • Experience supporting leadership to develop and motivate a high-performing team
  • Familiarity with analyzing KPIs and setting forward-thinking SMART goals and OKRs
  • Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas,
  • Proven ability to organize and manage a project independently, driving it forward to completion
  • Experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made
  • Strong negotiation, listening, and communication skills, both verbal and written
  • Experience communicating effectively with technical staff, non-technical staff, teammates, and all levels of leadership
  • Strong attention to detail
  • Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment
  • Experience using Business Objects or other database management application(s) a plus

    • #LI - CS1

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    Service Quality Analyst

    Entreprise:
    Corporation Service Company
    Ville:
    Paris
    Type de contrat: 
    CDI, Temps plein
    Publiée:
    17.02.2024
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