QRDA Team overview:

The Quality Data Reporting & Analytics team within ODLM gathers and analyzes data from various sources and create reports for operational teams to easily identify trends, make decisions and improve CSR performance. This team also creates and maintains ad hoc tools that track and alert leaders when action is required as the result of a customer interaction.

In this role, you will:

• Lead tool development projects which includes leading requirements gathering meetings with applicable SO analysts and leaders to build or enhance analytical, tracking, and reporting tools.
• Interface with various departments, senior management and external individuals providing value and support for continuous improvement. (e.g. Assess current tools and applications from end user perspective based on questions or requests received from our end users. Make recommendations on enhancements)
• Develop the Analyst and Senior Analyst on the team to:
  • Produce effective quality and training class reporting depending on the audience and/or requestor 
  • Analyze existing standard reports to make recommendations for improvement or automation 
  • Conduct deeper root cause analyses to reduce overall quality errors/improve the member experience

Job Description: Perform technology functions to include but not limited to business and systems analysis, application development and process improvement. Serve as a liaison between the business area and the IT organization when needed. Identify, document and communicate system and process changes necessary to improve system and operational performance measures. Possess an in-depth knowledge of line of business while contributing to the identification, analysis and recommendation of technical process improvement initiatives. Design, create and implement technical solutions. Support complex business processes.

Business Analysis