Service Quality Analyst

Service Quality Analyst– Digital Brand Services

Any DBS Office Location - EMEA, APAC or Americas

Hours TBD

Hybrid Work Schedule

Service Quality Analyst

Our Domain Operations Team is excited to share a new opportunity in Service Quality! The Service Quality Team focuses on delivering the CSC Promise to our customers while also supporting our global customer service organization. This is a unique role where you will partner with our Service Leadership Team to support the development and growth of our people. This role is a great opportunity for individuals who are agile, innovative, team-focused, and passionate about delivering the CSC Promise.

Some of the things you’ll be responsible for:

• Ensure we are consistently delivering on the CSC Promise and providing a consistent, high-quality service experience to our clients
• Partner with the Service Leaders to review individual performance and support the development of individual performance goals
• Audit individual performance to understand strengths and areas of opportunity. Ensure clients receive a consistent, high-quality service experience
• Create quality reporting to support our service goals and metrics
• Analyze reporting to understand and identify trends and areas of opportunity
• Make recommendations to improve our Service Team processes, goals, and reporting, based on your experience and insights
• Work independently to develop and execute projects and make decisions based on business and customer needs
• Provide regular performance and project updates to Service Leadership, including presentations and written summaries
• Deliver superior quality team results by being timely, accurate, consistent, and complete, while always striving for high accuracy
Support your direct team colleagues, as needed

What technical skills, experience, and qualifications do you need?

• An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
• Experience supporting leadership to develop and motivate a high-performing team
• Familiarity with analyzing KPIs and setting forward-thinking SMART goals and OKRs
• Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.)
• Proven ability to organize and manage a project independently, driving it forward to completion
• Experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made
• Strong negotiation, listening, and communication skills, both verbal and written
• Experience communicating effectively with technical staff, non-technical staff, teammates, and all levels of leadership
• Strong attention to detail
• Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment
Experience using Business Objects or other database management application(s) a plus

#LI - CS1