Ubiquity is hiring for a Quality Business!  A Quality Business Reporting Analyst evaluates business processes, identifies needs and develops strategies to maximize opportunities based on the quality performance of our call center associates who deal with our existing and potential customers. This will require working with business, IT and test systems as well as an array of different departments to gather meaningful information on trends, root causes and behaviors. This position requires the creation of documents, manuals and presentation of results and will require interaction with stakeholders and various subject experts.

The Responsibilities:

• Collecting and analyzing data for potential business expansion.
• Identifying specific business opportunities.
• Influencing stakeholders to support business projects.
• Leading projects and coordinating with other teams to produce better business outcomes.
• Testing business processes and recommending improvements.
• Reviewing of calls, CSAT, NPS and other KPI reporting to provide an integral analysis of behaviors.
• Providing recommendations of changes needed to QA forms, reporting, data output as needed based on results.
• Creation of presentations for stakeholders to understand key findings and recommendations for next steps.
• Participates in customer and client listening programs to identify customer needs and expectations as seen fit.
• Provides actionable data to various internal support groups as needed.
• Provides feedback to call center team leaders and managers.
• Elaborates and participates in weekly, monthly and quarterly business reviews to review performance as needed.
• Perform other duties as assigned.