BPO Quality Assurance Quality Analyst

The Quality and Analytics Application Consultant utilizes domain expertise in Quality Management and Speech Analytics to work side-by-side with the VRS Business Consultants to help customers drive value realization and increased system adoption for NICE products. The Application Consultant provides design guidance and leverages application expertise to drive transformation and success. The Application Consultant provides industry best practice guidance to ensure customer fully optimizes their technology usage and maximizes the full potential of the NICE solution. Building long-term relationships with customers and becoming a trusted advisor is key success criteria for this role. The VRS consulting team will manage the customer relationship and individual engagements with a strong focus on operational excellence and establishing strategy for business impact. The VRS application consultants have a high level of individual accountability for the application design, and configuration and consultation on customer engagements.
Job Description (Duties and tasks)
The Quality and Analytics Application Consultant performs a wide range of duties including some or all of the following:
- Conduct design sessions and consulting events on our NICE Quality and Analytic Applications in accordance with the NICE?s VRS Methodology.
- Provide strong proven Quality and Analytics subject matter expertise to guide customers through recommendations and best practices.
- Facilitate/lead weekly best practice, optimization and assessment consulting sessions.
- Work together with others within VRS Consultants as part of the deployment process but also to help troubleshoot as subject matter experts.
- Schedule and organize events related to the Application consultancy.
- Provide thorough and complete documentation of the consultancy events and results.
- Create, review and update documentation.
- Develop and deliver presentations consisting of strategic recommendations for business impact via NICE products.
- Configure, review and test configuration and usage of the applications.
- Develop and maintain relationships with customers to ensure continued satisfaction.
- Collaborate with Business Consultant to align application design and usage with project success criteria, customers desired business outcomes, and assist with development of recommendations and roadmap.
- Provide input into the project plan, deadlines, dependencies, and overlaying VRS activities.
- Develop repeatable business opportunities via successful delivery, credibility and thought leadership provided.
- Expertly handle large scale Value Realization Services (VRS) customer engagements and deliver the VRS program to customers.
- Perform administrative tasks such as but not limited to, timely and full completion of timesheets, required project documentation, tracking to annual objectives in accordance with the team and NICE guidelines.
- Partner with other NICE team members to provide an excellent customer experience and internal collaboration to develop improved process recommendations.
- Support NICE Account Executives in identifying additional solution opportunities.
- Other responsibilities as assigned by management.
Qualifications (Requirements)
- Bachelor?s degree in related field or equivalent work experience
- Minimum of 3-5 years? of analytics and quality management experience
- Proven experience demonstrating to clients on Enterprise software solutions
- Ability to work both independently and as part of a team during the implementation process
- Consulting experience translating model and business process knowledge to clients
- Working knowledge of large scale, Windows and web based, enterprise application solutions (i.e. Call Recording, CRM, Quality, Analytics solutions)
- Ability to effectively structure, organize and deliver consultative solution sessions, requirements discovery/refinement engagements and workshops to key users at a management, director and end user level
- Ability to manage multiple projects, timelines and tasks to completion with minimal supervision
- Excellent verbal and written communications skills
- Self-motivated team player
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations