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Quality Metrics Analyst
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Full-time
- The Quality Metrics Analyst is responsible for quality, reporting and analytics needed from all tools leveraged by the National Bid Center which includes Salesforce, WebCenter, OTP and Chat. The Quality Metrics Analyst defines and documents business requirements, including discovery, analytics, documentation of business cases, requirements, process flows, performance metrics and reports, and is also responsible for system troubleshooting and IT case follow-up.
- Determine, define, document and present business requirements current and future state of process or workflow, use cases and test cases
- Produce and distribute all daily departmental reporting which includes all Agent Metrics, SLA and Chat statistics as well as monthly field and utilization reporting
- Acts as the liaison and primary escalation for Salesforce, Web Center and OTP outages promoting minimal down time
- Through reporting and data analytics define and submit requirements that lead to improved efficiency Salesforce, OTP, Web Center and Chat applications in support of a more automated workflows
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