Excellence Analyst

hace 1 semana

Zona Centro BC, México Cyber City Call Center A tiempo completo

Job Summary

The Excellence Specialist drives operational excellence by monitoring performance,

analyzing data, identifying issues, and implementing effective solutions. This role

combines reporting, analytics, call monitoring, and process improvement to ensure

consistently high standards across operations. The ideal candidate is detail-oriented,

proactive, and passionate about continuous improvement.

Key Responsibilities

  • Collect, review, and analyze data from multiple sources to monitor performance,

identify trends, and highlight discrepancies.

  • Generate regular and ad hoc reports that provide actionable insights to leadership

and operational teams.

  • Evaluate customer interactions and calls to assess quality, uncover issues, and

recommend improvements.

  • Identify gaps, inefficiencies, or process issues, and propose practical, data-driven

solutions.

  • Collaborate with cross-functional teams to implement approved solutions and track

their effectiveness.

  • Maintain thorough documentation of findings, processes, and improvements to

ensure transparency and knowledge sharing.

  • Support ongoing initiatives to enhance operational quality, accuracy, and efficiency.
  • Serve as a point of contact for reporting, analytics, and quality-related inquiries,

providing guidance and recommendations as needed.

Required Skills and Qualifications

  • Strong analytical and problem-solving skills with exceptional attention to detail.
  • Advanced proficiency in Excel and Google Sheets, including functions, pivot tables,

data visualization, and complex formulas.

  • Ability to interpret complex data and translate findings into actionable

recommendations.

  • Experience evaluating interactions or calls for quality assurance purposes.
  • Excellent communication and collaboration skills, with the ability to work effectively

across teams.

  • Highly organized, proactive, and capable of managing multiple priorities

simultaneously.

Preferred Qualifications

  • Experience with process improvement or operational excellence initiatives.
  • Knowledge of business intelligence tools (e.g., Tableau, Power BI) and database

querying.

  • Previous experience in quality, analytics, or operational support roles.

Why Join Us

This role offers the opportunity to make a direct impact on operational efficiency and

excellence while collaborating with cross-functional teams to solve real-world challenges.

Your insights and solutions will help drive better performance and long-term success for

the organization.

Job Types: Full-time, Permanent

Pay: $22, $30,000.00 per month

Work Location: In person

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