Analyst, Quality & Assurance (Point Of Sales) Brand: Estée Lauder Companies
Description
The POS COE QA & Analytics Lead is a part of the OneSource team and serves as the subject matter expert for all POS COE compliance and audit related topics. This individual works closely with the POS COE Supervisor and POS COE team.
The Point of Sale QA & Analytics Lead will be responsible to audit Support Rep calls and analyze and draw conclusions on POS COE calls.
Overview of responsibilities:
20 % Supervisor Backup
25% Performance Management – Quality Assurance and training
25% Performance Management – Business Improvement
20% Projects (manage enhancements, training, updating documentation)
10% Ad Hoc Projects
Collaborate and share best practices with OneSource groups.
Member of the CI community of practice.
Key Responsibilities Include :
Analysis:
Analysis of POS COE calls including, but not limited to:
o Call length (overall, by brand, by state, by agent, by type of door)
o Call times (by time of day, day of the week, month, by brand, by type of call)
o Monitor call to case ratios
o Analyze SLA (by brand, by type of case)
o Abandonment rate (identify where callers are dropping)
o Inbound emails vs. calls by brand/type of request
o # of calls by counter based on # of staff
o Calls by Support Rep: inbound, voicemail and manual
Analyze case life cycle; identify opportunities for improvement
Preparation of reports to POS COE Lead(s); outlining key takeaways and root cause analysis
Provide content and construct Analytic PowerPoint presentations (as needed)
Performance Management:
QC calls on a monthly basis including call review schedule/number of calls/cross section of brands
Create an email scorecard and conduct monthly evaluations of email which will be incorporated into Support Rep monthly review
Prepare monthly scorecards for call evaluation in partnership with POS COE Supervisor
Review monthly scorecards with POS COE Lead & Brand Managers and identify needs/gaps (brand content/overall)
Provide monthly scorecard details to Supervisor for Supervisor to conduct 1:1 meetings with Support Representatives
Evaluate training % to hours worked, recommend training target % (ie: 3-5%)
o Partner with Supervisor to schedule training/development time
Recommend training content/courses (ie: linked in learning) in partnership with Supervisor
Training/Enhancements:
Manage system enhancements from submission, tracking and implementation
o Update training documentation for enhancements
Maintain all training documents for Support Representatives
Collaboration:
Partner with POS COE Supervisor as onsite leads at OneSource
Back-up to POS COE Supervisor (share holiday coverage and hour coverage)
Identify opportunities for process improvements in partnership with Supervisor.
Provide input to Consumer Experience for POS COE. (liaison with POS COE US team)
Provide input to Continuous Improvement for POS COE. (liaison with OneSource CI team)
Collaborate and share best practices with OneSource groups.
Member of the CI community of practice.
Qualifications
Qualifications
Strong team development skills; capable of clarifying common goals among diverse staff members, and building a collaborative environment.
Responsible for managing and leading processes in an effective manner, per guidelines and standardized procedures with process excellence, data quality, accuracy, and customer service.
Excellent oral and written communication skills
Must be detail oriented, organized and able to multi-task, and keep thorough records
Excellent interpersonal skills, including the ability to maintain good working relationships
Ability to research/analyze information
Think critically and develops solutions
Demonstrate ability to work independently and in a team environment
Able to see projects through from start to completion, and to meet firm deadlines
Work in a fast-paced environment, and able to pivot quickly while bringing assignments to completion
Experience using Microsoft Word and PowerPoint to create and edit documents and presentations
Experience with Excel specifically with pivot tables, formulas, vlookups, graphs, etc.
Experience presenting cross functionally to varying levels of the organization
Demonstrated ability to analyze data sets and make recommendations based on that information
Additional Requirements
Bachelor's Degree preferred
Minimum Years of Experience: 6 years
Bilingual (Spanish, English) French: preferred
Additional Details
Work shift: Monday to Friday and One Saturday per month. Shift is variable.
Contract-type: Full-Time Permanent.
Location: Costa del Este, Panamá.
Job: Sales
Primary Location: Latin America-PA-8-Panamá
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 1915786
