Establish a course of action to accomplish specific goals. Relate and compare data from different sources, gather and document business requirements, and author reports with support from Sr. Analysts and Manager. Take direction on specific deliverables related to Customer Satisfaction & Quality objectives, implement necessary changes, and accurately evaluate the impact on other areas.
What you'll do in your role.
Provide trending data to Quality Coaches and management. Provide feedback and reporting on results for key indicators. Provide vendor liaison support.
Provide analytic support using data available. Maintain and enhance existing reports in accordance with business needs. Contribute to the development of new reporting.
Troubleshoot and resolve or escalate issues as appropriate
Develop, document and communicate new processes as needed
Participate in educational sessions
Support key customers within CS Operations on Quality Programs
The experience you'll bring.
Bachelor's degree in Quatitative discipline
Experience With Business Objects, SQL, Remedy, TCS Is Preferred But Not Required.
Customer Service: Knowledge Of Customer Service Quality Process And Related Programs Including Customer Lifecycle, Expertise In Assigned Functional Area, Knowledge Of Related Cross-Functional Business Processes And Ability To Interview To Understand Business Needs
Problem Solving:
Communication:
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines -fully vaccinated- as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination prior to successful applicant's first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.
Position details
Req ID: 194118BR
Department: Business Sales
Travel Required: No
