Calabrio Analyst
Calabrio Analyst
Posted on :
05-07-2024
Employer Active
1 Vacancy
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Job Description
Calabrio Analyst
The Calabrio Analyst drives action within the Quality Management program. The role must have
the ability analyze insights supplied by the quality team and multiple other sources to
understand the operational impact of inprocess defects found utilizing Calabrio. The role is
responsible for working with the quality team on identifying and driving improvements and
proactive remediation when quality standards are not met. The role serves as a subject matter
expert on Calabrio and is the goto person for actions and questions regarding speech
analytics word/phrase library maintenance dashboard creation illogical report creation
report building predictive analytics and generating scorecards.
Responsibilities:
Work with business unit stakeholders and leaders to implement quality monitoring
using Calabrio and testing plans.
Develop and manage quality specific metrics for performance and improvement on
several teams.
Take analytical insights and drive change to solidify underperforming processes with
improvement and technology.
Partner with quality resources to understand data trends.
Continuously evaluate critical failure points within a process to derisk people process &
technology related risks.
Analyze data findings and trends making recommendations to teams on areas for
improvement including sharing best practices.
Track changes to assess the impact of the change by monitoring audit results. Seek out
additional new best practices for continuous improvement.
Utilize reporting (metrics business drivers benchmarking etc.) to find additional
improvements for the business. Compare processes among multiple clients and
document best practices & deviation to standards to drive process harmonization.
Show a high level of initiative and problemsolving skills utilizing data.
Appraisal review
Employment Type
Full Time
Key Skills
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