Business Analyst - Operations

Job Description

The position of Business Analyst reports to the Operations Manager in the Operations and Customer Service department and is responsible for developing and maintaining recurring reports for Customer Service Operations, by utilizing data obtained from a combination of different sources to generate complex Excel spreadsheets.  In addition, a thorough understanding of Operations' customer service application and customer service business processes is required so that the individual can effectively analyze reporting results and identify trends and opportunities for process improvement.  Additionally, this individual will support the ongoing  business reporting and administration of the customer service Quality Assurance  program. The candidate will have a demonstrated ability to interpret end user requests, understand the data to fulfill these requests and develop reports and ad-hoc analysis. The ideal candidate will be flexible, dedicated, self-motivated and results oriented.

 

Primary Responsibilities

●  Business owner for various recurring reports related to either post-sale customer service or phone sales (travel products) performance.

● Proactively analyze reporting results and identify trends and opportunities for process improvement. Maintain familiarity with product changes and changes in customer service policies, processes and systems. Ensure the continued integrity of reports as these changes are introduced.

● Business owner for various recurring QA reports across all travel products/work groups, including, but not limited to QA sample reports, QA Auditor logs, monthly roll-ups of QA scores; calibration variance calculations.

● Responsible for updates to Quality Assurance guidelines to keep current with business practices and product policy; proactively identify enhancements to same to improve agent performance and customer experience.

● Manage QA calibration schedule / QA calendar and ensure adherence to schedule by internal and external constituents, provide support to customer service centers as needed to implement QA initiatives.

Job Qualifications

● Must have a thorough understanding of Microsoft Excel. MS Word highly desirable. 

● Ability to develop SQL and/or Brio based queries is desirable, but not essential.

● Experience working with both technical and business aspects of a system, thereby being able to translate business needs into specs, reports, and ad-hoc data requests.

● Strong communication skills ? both verbal and written.

● Good organizational and work management skills.

 

Relocation is not provided for this position.

NO AGENCY RESPONSES, PLEASE.

Priceline.com is an Equal Opportunity Employer M/F/D/V.