Quality and Performance Management Specialist

Data Reporting & Analysis

• Collect, analyze, and present data to inform decision-making through comprehensive data insights
• Trend Analysis & Performance Tracking: Monitor industry trends and benchmarks to anticipate needs and adjust strategies accordingly while tracking and updating Service Center statistics

Performance Metrics Development

• Establish key performance indicators (KPIs) to measure effectiveness and ensure alignment with organizational goals

Automation

• Implement tools and systems for automating data collection and reporting processes, ensuring timely and accurate information flow

Root Cause Analysis

• Investigate defects or quality issues to determine root causes and recommend corrective actions to address identified issues

Quality Assurance

• Develop and implement quality assurance processes and procedures to ensure consistent product quality across all operations

Continuous Improvement

• Recommend improvements to policies, standard operating procedures, and workflows to meet team performance, quality, and customer goals

This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required

Qualifications

• Bachelor’s or equivalent
• Proven experience in workforce management, data analysis, and reporting
• Experience in the retail industry or in a production/service environment is preferred
• Strong analytical skills and attention to detail
• Strong verbal and written communication and presentation skills, with an ability to express complex technical concepts in business terms
• Strong organization skills with the ability to handle multiple projects/issues simultaneously
• Ability to work independently and as part of a team
• Knowledge of Service Desk operations to include knowledge of IT best practices, industry trends and customer service