Sr. Quality Assurance Reporting Analyst - Contact Center

The Senior Analyst will be responsible for creating, running and maintaining business reports based on the completed evaluations for the Customer Engagement Center teams and vendors. The Senior Analyst will also be responsible for conducing the Quality Assurance evaluations for our vendor partner and the lines of business they service. Reports are distributed on a weekly, monthly, quarterly and annual basis and will include information pertaining to call center metrics, key performance indicator and analysis specific to Quality Assurance evaluations. In addition, the Senior Reporting Analyst will partner with vendors and outside business units to build and distribute executive-level reporting, handle complex ad-hoc reporting requests on a regular basis, train and mentor junior Quality Assurance Analysts and be responsible for benchmarking analyses.

Job Responsibilities:

Create, analyze and trend Quality Assurance evaluations

• Becomes a quality assurance subject matter expert for 2+ call center teams.

• Becomes a reporting subject matter expert for 2+ call center teams.

• Conducts evaluation for 2+ call center teams.

• Collaborates with management of Customer Engagement Center teams and Servicing to identify key performance indicators necessary for measurement.

• Partners with team members to build custom reports to reflect measurement of designated key performance indicators.

• Organizes and maintains data in several applications, including Excel and PowerPoint.

• Distributes monthly, quarterly and annual reports with pointed analyses, communication of progress towards determined goals and recommendations for improvement.

• Coordinates with other departments including Information Technology, Telecom, Application Support and other Customer Engagement Center areas in order to create reports.

• Prepares data for benchmarking and other statistical analyses.

• Consistently analyzes reporting methodology, workflow, tools and end product for areas of improvement. Proposes and implements subsequent improvements.

• Provides specifications to IT teams when necessary for automating and improving reports.

Complete ad hoc reporting requests

• Creates custom reports in response to internal and external audit requests.

• Handles complex ad-hoc reporting requests that typically require research, compilation of data from multiple sources, and advanced understanding of subject matter.

Complete executive-level reporting

• Create monthly Quality Assurance metric and KPI reports and communicate them to Quality Assurance Management, Servicing Leadership, and vendor management.

• Consolidates, tracks and trends reporting operations data that is derived from multiple data points.

• Collaborates with other business units and vendors to provide analysis and explanation of data trends identified.

Consult and Provide Guidance to Management and Team Members

• Participates in hiring and training efforts for new staff.

• Performs review of Jr. Reporting Analyst staff work product to identify areas of improvement and coaches findings.

• Assists management and other department members in learning systems, processes and tools used by the Reporting Analysts.

• Regularly consults with and educates management team on call center reporting best practices, strategies and individual team performance. Makes proactive recommendations for setting performance targets and improving calculations.

• Vendor Oversight Lead: hosting monthly calibration sessions with department management making recommendations and increasing accountability of vendor performance.

• Spearheads monthly and/or quarterly meetings with department management to identify new reporting needs and creatively addresses those needs through reporting.

Completes Additional Reporting and Quality Assurance Analysis Responsibilities

• Partner with CEC Customer Experience and/or OOTP for VOC trend analysis and correlate findings back to skill trend data/analysis.

• Undertakes self-development activities on a monthly basis.

• Completes special projects as assigned by management.

• Documents and updates team workflow and process documents.

• Regularly collaborates with Information Technology, Telecom and Application Support to troubleshoot reporting issues and design/automate reporting.

• Vendor oversight/leading vendor meetings/making recommendations and increasing accountability of vendor performance

• NICE system/SME from a QA perspective

• Acquire knowledge and maintain currency of all COMPLIANCE , REGULATORY and BUSINESS UNIT POLICY, STANDARD AND PROCEDURE requirements associated with the job. (All Staff)

  Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.

Job Requirements:

• HS Diploma, GED or Foreign Equivalent

• A bachelor’s degree in statistics and/or business writing is strongly preferred, but not required. Comparable work experience would include 5+ years of experience creating reporting, performing analyses and creating well-documented report narratives.

• 5+ years’ experience creating and distributing business reporting for various audiences, including executive-level reporting required.

• 3+ years of call center experience required

• Previous experience with developing business reporting requirements and designing custom reporting solutions to meet those needs.

• Previous experience analyzing reporting and implementing changes to create efficiencies and reduce errors.

• Proven excellence in written and oral communications.

• Previous experience coaching, leading and/or editing the work of others required.

• Proven ability to analyze data sources, identify potential issues and troubleshoot issues through resolution.

• Experience synthesizing and presenting data in a streamlined manner.

• Experience analyzing and trending data and providing recommendations for improvement.

• Comprehensive knowledge of contact center reporting software and the Microsoft Office Suite with advanced skills in Access, Excel and PowerPoint, including creation of pivot tables and usage of complex formulas.

• Team-oriented and highly organized.

• Exceptional sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers.

• Ability to manage resource issues and multiple priorities with little or no direction.

• Ability to adapt to new demands and challenges.

• Exceptional customer service and interpersonal skills.

• Ability to work occasional extra hours, including weekends, as business demands dictate.

Internal Use Only - Job Band G

This position has the ability to work REMOTELY.

"High Speed Internet" and a distraction free work environment required.