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SR. QUALITY BUSINESS ANALYST
(Ref: 5594)
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Company:
Location:
Company Industries: |
Asurion
US-Tennessee-Nashville
Insurance, Telecommunications, Other |
Job Status:
Min Experience Level:
Compensation: |
Full-Time
5-10 Years Experience
Not Specified |
| Posted: |
Tuesday, August 28, 2007 |
Job Description:
The Quality Sr. Business Analyst will have a focus on the applications and process components of the Quality department. Job scope will include actions designed to improve cost, improve efficiencies and improve the customer experience within the Customer Care organization. This individual will have responsibility to deliver results from planning and definition of projects/products related to both Quality and Operations.
Primary Duties and Responsibilities
Create detailed documentation of projects and process flows as needed
Refinement of opportunities and options relative to business requirements
Financial, staffing, and operational modeling including the impact and cost/benefit analysis/KPIs/Metrics
Help to drive the integration of common technology platforms and synergies into the Quality department enterprise-wide
Support the vision and direction for Customer Care initiatives
Generate / collect current state process documentation
Support the creation of any future state processes and business requirements as appropriate
Develop detailed knowledge and understanding of key business drivers with the ability to know when activity is within and outside of control limits
Present progress reports to Quality and Care Management as needed
Support strong collaborative relationships with key Stakeholder groups
Develop a functional understanding of company’s risk profile and the impact of product decisions on company’s core financial performance
Support implementations and client operational issues and stay abreast of all cross-functional processes and procedures
Recognition and definition of operational impacts / implications of other initiatives relative to Quality and Care
Utilize LEAN and Six Sigma principals as appropriate.
Requirements
Candidate should be a highly successful professional with at least eight years of demonstrated progressive responsibility.
LEAN/Six Sigma certification required
4+ years Operations Management or equivalent experience
BA /BS
Superior teamwork skills
Five years experience supporting significant change efforts related to new processes and technologies
High degree of personal ownership/accountability of all work products
Ability to work in both direct reporting and matrixed organizational situations
Ability to articulate business value of work streams to those outside of Customer Care
Proven experience in operational process improvement
Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals
Advanced capabilities with Microsoft Excel, Word, PowerPoint, especially related to analytics, required. Proficiency in MS Project and Visio preferred.
Experienced in project management, development and implementation
Excellent analytical, statistical processing, and creative problem-solving skills.
A team player who can collaborate and build consensus within cross-functional areas.
Strength of conviction to raise issues when they require additional support and judgment to know when escalation is needed
Travel up to 30%
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