Oracle Call Quality Monitoring Analyst in Orlando, Florida
Call Quality Monitoring Analyst
This position supports Hospitality and Food & Beverage Support by identifying areas for improvement, maintaining quality standards and improving the customer experience through the monitoring and evaluation of customer contacts (service requests) via phone call monitoring and service request audits. This position measures performance in handling customer contacts by measuring both quality and accuracy of information provided, adherence to outlined standard operating procedures & policies and customer service handling. Along with measuring performance, this position also provides targeted feedback for associate coaching and development to Managers. This position identifies areas for quality performance improvement, identifies individual training needs, trends quality information and group training requirements directly impacting customer service and satisfaction levels.
Summary of Responsibilities
Monitors quality performance of Hospitality and Food & Beverage Support Analysts by selecting calls or service requests for quality evaluation (or audit purposes) to provide a valid sampling representative of overall performance levels.
Provides quality performance related feedback to Managers of assigned group of associates. Identifies developmental opportunities for coaching to enhance expertise and abilities.
Produces daily, weekly and monthly quality results & metrics along with recommendations for continuous improvement for assigned teams. Trends QA information for process/ performance improvement.
Participates in group monitoring & calibration sessions involving management, individual associates and peers in the process.
Trends QA information for process/ performance improvement.
Communicates trend information to management, training and internal partners.
Shares best practice quality and process related information with work groups.
Conducts new hire quality assurance overview education sessions. Demonstrates the call evaluation and service request auditing process and reviews requirements and associated evaluation criterion.
Assists in new hire or recurrent training delivery as required.
Partners with Hospitality and Food & Beverage Support Management with regard to continuous improvement initiatives.
Maintains professional and technical knowledge by attending educational workshops and Hospitality and Food & Beverage training.
Performs special projects and other duties as assigned by management as required.
Education/ Experience/ Other
Bachelor degree or equivalent experience plus a minimum one (1) year experience in a high volume customer service environment
Previous work experience supporting Oracle Hospitality and Food and Beverage products preferred; previous work experience in the hospitality or food and beverage industry and/or prior Support or Help Desk experience preferred
Previous call monitoring and/or quality auditing experience preferred
Detail oriented with excellent follow up, creativity, organizational, written and oral skills
Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
Strong listening skills with attention to detail and accuracy in work flow
Strong analytical skills, continuous improvement orientation and customer service focus
Outstanding customer service skills and dedication to providing exceptional customer care
Ability to manage time effectively, multi-task and meet deadlines and requirements accordingly; must be a self- starter
Demonstrated objectivity, professionalism, flexibility & maturity with ability to deal with multiple levels
Ability to perform in a fast pace self-directed environment
PC and software skills- functional knowledge of Microsoft Office required. Knowledge of NICE, Oracle (Micros) Hospitality and Food & Beverage product experience (Opera, Simphony and other Hospitality and Food and Beverage applications preferred).
Familiarity with Oracle DB /SQL skills is an advantage
A , OCA, OCP, MCP, MCSE or other similar certifications a plus
Detailed Description and Job Requirements
Responsible for the delivery of Product Specifications Documents to supplier partner(s) or delivery of process specifications to meet business specifications.
May be done in partnership with business partner(s) or via guidance to business partner(s) for execution. Defines system specifications needed to roll out flexible business models. Responsible for understanding business objectives. Performs process or functional analysis to identify gaps compared to specifications, confers and/or drives issues with management for resolution, and ensures overall fulfillment of business specifications. Responsible for day-to-day engagement with business and/or process subject matter experts. Advises and consults with business teams prioritizing allocation of people resources, addressing project team problems ensuring that all team deliverables are met, and developing and presenting proposals of project plan and getting agreement from appropriate stakeholders. Understands and applies theories to policies and operating environment needed to effectively and efficiently complete assignments.
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Typically graduate or equivalent with 0 - 2 year experience.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
Job: Business Operations
Job Type: Regular Employee Hire
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