VOC Risk Sensing Process Analyst

Position Summary:

VOC Risk Sensing Process Analyst will be responsible for examination and validation of service transaction flow in abnormal cases through comparison with current policy & processes across all customer-facing channels. Deep processing and analytical skills in conjunction with service policy are needed to:

1) Successfully build solutions in terms of process gaps in a risk sensing environment, and
2) Interface daily with Service Operation, Contact Center, and Product Support teams.


Essential Duties and Responsibilities

• Being responsible for collecting, collating & screening cases for process review
• Discover and apply insights from process gaps found during the actual transaction flow
• Combine strengths in data management, analysis, applied statistics, and visualization capabilities
• Develop recommendations or solutions based on analysis of process review
• Collaborate with Contact Center, Service Operation, Product Support, and Engineering teams to ensure implementation of improvement plans

Necessary Knowledge/Skills

• The ability to understand customer oriented service process in mobile communication business environment
• Develop and maintain excellent working relationships with all assigned levels within the company
• The ability to gather and analyze data from multiple sources, prepare spreadsheets, charts, graphs and tables of information and to plan and prioritize multiple work assignments.
• The ability to read, write, provide critical data review and prepare reports
• Work independently and in a team environment in order to achieve personal and team goals and complete assignments within established time frames.


Physical/Mental Demands and Working Conditions:

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. Machines, tools, equipment, and work aids include printers, copiers, faxes, and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.

Qualification/Experience

• Bilingual preferred (English required and Korean preferred)
• Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner.
• 2+ years’ process innovation, reporting and analysis experience
• Proven strong ability to analyze results, identify trends and make recommendations for broader group review and implementations
• A bachelor's degree in Mathematics, Computer Science, Engineering, or Economics required;
• Proven Excel, Word and PowerPoint experiences

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