Our client is seeking a Business Analyst to join their team in Seattle, WA. As a Business Analyst Contractor working within the CustOps team, you will focus on auditing and analyzing the support experience. You will be supporting the Quality program through providing insight on break points in our support experience, identifying process improvements, and advocating for the customer within internal teams.
Review urgent and critical incidents for quality.
Queue reviews with engineers to ensure quality and efficiency of support.
Report high visibility cases, escalations, customer trends to management.
Act as information resource to the management team.
Calibrate with managers on audit methodology.
Analyze and identify process improvement opportunity.
Collect and manage Quality data points for analysis.
Pull reporting /automate reporting in the system as needed.
Visualize break points for report out to leadership.
Ability to understand complex systems and workflows.
Ability to research complicated problems and engineer solutions through online research as needed.
Ability to write SQL queries.
Strong Excel experience.
Ability to join multiple types of data sets to identify trends.
Ability to visualize data to drive recommendations effectively.
Understanding of how CRM systems work and function.
Understanding of Cloud Infrastructure products and how it functions.
Solid verbal, interpersonal and written communication skills with the ability to make presentations.
Excellent organizational, time-management and multi-tasking skills.
Looking to continuously grow and learn and does not look for the path of least resistance.
Ability to think and act in an innovative and creative way.
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.”
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