Service Quality Operations Specialist
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Wilmington, DE 19806
Service Quality Operations Specialist
Job Posting Location
Monday- Friday, 8;00AM – 5:00PM
Like leading the pack?
So do we.
Service Quality Operations Analyst
If you like building innovative solutions, you will fit in perfectly at CSC – the world’s leading provider of digital brand, business, legal, and tax services. We use technology to make businesses run smoother and smarter and as a Quality Analyst, that is what you will be doing too.
In our Digital Brand Services division we effectively manage, promote, and secure our clients’ valuable brand assets against the threats of the online world. Leading companies around the world choose us to be their trusted partner, including most of the Interbrand® 100 Best Global Brands.
CSC is looking for an experienced quality analyst to join our training team. You will be working as part of a team to analyze data, report on trends and innovate to find solutions to maximize our output.
Some of the things you will be doing:
+ Drive team productivity and quality results
+ ? Own reporting for Customer Service performance in alignment with performance summary metrics
+ Gather data and prepare reports daily to send out to global team
+ ? Engage with Service team to set goals and constantly review progress
+ Develop long term Service Quality Program which focuses initially on the identification of errors and long term on a Quality Assurance program which is preventative in nature
+ Actively participate in the Service Excellence and QAQC Team
+ ? Provide feedback regarding system and/or procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes
+ ? Partner with the Training team to recommend needs based on findings from quality results and analysis
+ Effectively use tools and templates to communicate progress and capture outcomes, next steps, and decisions.
+ Manage relationships with stakeholders to achieve goals?
+ Work with stakeholders to ensure that the solutions provided align with the business requirements and business objectives
+ Engage to identify opportunities for efficiencies?
+ Perform other duties as requested and assignedWhat technical skills, experience, and qualifications do you need?
+ A college degree (BS or MS) preferable
+ Minimum of 3 years of experience in a similar role
+ Knowledge of leading practices for business analysis.
+ Exceptional interpersonal skills and the ability to communicate effectively with technical staff, non-technical staff, all levels of management.
+ Detail-oriented and highly organized with outstanding problem-solving skills.
+ Ability to effectively manage multiple competing priorities in a fast-paced environment.
+ Flexibility to meet continuously changing priorities and challenges.
+ Experience analyzing KPIs and setting forward-thinking goals
What technical skills, experience, and qualifications do you need?
+ Empower you to find your own innovative solutions to challenges faced by some of the world’s leading companies
+ Give you the freedom to explore, experiment, and implement out-of-the-box ideas
+ Provide excellent benefits for you and your family, including 401(k) with employer match, medical insurance, paid time off, tuition reimbursement, and more
Why join us?
At CSC®, we’re always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 115 years.
CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.
+ CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace for 12 consecutive years.
+ We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.
+ Employees are eligible for an annual success sharing bonus recognizing individual performance and a profit sharing bonus based on company performance.
+ CSC offers excellent benefits for you and your family, including 401(k) with employer match, medical/dental/life insurance, spouse and dependent life insurance, paid time off, tuition reimbursement, and more.
+ We recently completed building a new headquarters that supports current and future technology initiatives through open design, sit/stand workstations, digital interface points that enhance teamwork and collaboration, and alternative work environments with wireless access throughout the campus, including at our outside work areas. It’s an exciting time for us in terms of growth and expansion.
CSC helps businesses thrive online. We help effectively manage, promote, and secure our clients’ valuable brand assets against the threats of the online world. Leading companies around the world choose us to be their trusted partner, including more than half of the Interbrand® 100 Best Global Brands. Leveraging state-of-the-art technology, Digital Brand Services delivers outstanding outcomes through our unique account management structure. With our expert, dedicated team, you’ll have a daily point of contact to ensure your brand has the strength it needs to succeed in the 21st century. We help consolidate and secure, monitor and enforce, then optimize and promote your brands in order to maximize your digital presence, secure your digital intellectual property, and reduce costs. CSC is an equal opportunity employer.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to be a description of all duties, responsibilities, and qualifications.