Data Analyst II - Service Excellence
Description
The Data Analyst II is a member of the Global Service Excellence team supporting data management, internal reporting and process analysis. This position works closely with Global Service Excellence management and a global cross functional team to ensure integrity of the data systems used to support operations. Process analysis work complements a strong focus on data analysis and report generation. This position requires strong analytical skills, attention to detail, positive professional attitude, and ability to work in a team environment.
Principal duties and responsibilities: · Provide quantitative and qualitative data analysis support to the Service Excellence team with a focus on streamlining and optimizing operations. · The creation of data dashboards for providers and staff at RFPC, and data analysis to support the educational mission of RFPC. · Create custom reports using data from various sources for management team. · Gather and interpret data in a way which can be developed into actionable plans. · Analyze operational processes gaps, interpret and point out trends or deviations from standards and develop action plans for improvement. · Contributes to solutions that results in changes and/or enhancements to process to improve internal efficiencies or the customer experience. · Produce and maintain process excellence documentation which can include process maps, SOP’s, training materials or reports for example. · Utilize appropriate Lean/Six Sigma and other management tools and practices. · Collaborate with management and provides technical advice on the potential impacts of the project on such areas as customer service, organization, staffing, processes, and budget and to assure smooth functioning of newly implemented systems or procedures. · Works in collaboration with other departments of the organization in obtaining and providing reports related to Service Excellence projects.
Required Qualifications: · Bachelor’s degree or equivalent work experience · Excellent communication, analytical and interpersonal skills · Advanced Microsoft Excel skills · Database query development and experience a major plus · Understand objectives and be able to work independently
Preferred qualifications: · Six Sigma Yellow Belt or higher certification · Proven Technical Writing or knowledge Centered Services (KCS) Experience · Experience with Business Process Mapping Notation (BPMN) or other process modeling language · Salesforce.com experience including report and dashboard creation · Experience with the Customer Support function or other operational related functions · Customer-focused orientation · Adaptability and flexibility · Good problem-solving skills · Good communication skills (written and verbal) · Strong attention to detail · Good organization skills GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated. |