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The QA, Training and Consistency team is responsible for training, trend analysis, and quality assurance audits to ensure consistency, compliance with our policy/procedures, high customer satisfaction and process improvement opportunities that will benefit the overall user’s experience with eHarmony.

Position is responsible for providing in-depth analysis of Quality Assurance, Customer Care Satisfaction Surveys and various Customer Relationship Management (CRM) reports.  In addition, this person will provide analysis and recommendations related to general operations such as workflow, production, project management, etc.  Level of research and analysis is moderate to high in complexity.  Interaction with internal and external customers may be required. 

Candidate will be the subject matter expert in quality assurance and customer satisfaction survey best practices.

Strong reporting skills are required, and  it is expected that the candidate will exercise judgment and initiative related to analysis in support of business arguments and presentation.

RESPONSIBILITIES:

• Review data, investigate responses and communicate with customers identified through Customer Care Satisfaction surveys as needed.
• Identify, implement and maintain appropriate tracking mechanisms for all data  reported and analyzed
• Perform detailed analysis related to historical data, financial impacts, processes, business issues faced and work quality/error ratio.
• Use in depth knowledge of business to analyze the impact of survey data on departments outside of customer care.  Summarize analysis and present recommendations for changes to QA, CCSAT and other RN reports with business units throughout company as appropriate in support of business initiatives and improve customer experience.
• Interact with business owners and senior management as required to present analysis, data findings and provide recommendations for teams outside of customer care.  Will act as a liaison between Customer Care and other departments with the responsibility of conveying the Customer voice.
• Prepare ad-hoc reports and analytics, including charts and graphs related to requests from management and strategic initiatives. 
• Demonstrate critical thinking and deep understanding of the overall business to identify new ways of applying analysis  to improve business processes and efficiencies
• Active participation in process review sessions, staff meetings and project meetings; may be responsible for leading some meetings. 
• Prepare and deliver presentations to various levels of management and staff.  Should be comfortable and confident sharing information and communicating with Individual Contributor to C-Level employees.

QUALIFICATIONS:

• Advanced level proficiency in Microsoft Office – Excel, Word, Power Point and Visio
• Excel expertise is an absolute must, to the extent that the candidate will be the “go to” excel expert. Required Excel skills include, but are not limited to dealing with pivot tables, charts, data filter, data validation and advanced formulas. 
• Database development skills preferred but not required.
• Exceptional analytical and computer skills
• Critical thinking and sound judgment
• Excellent oral and written communication skills. Investigative and research skills
• Strong organizational and time management skills
• Ability to work under pressure and to effectively handle multiple tasks while meeting deadlines
• Associates or Bachelor’s Degree or 5 years equivalent experience.
• Direct work experience should include preparing reporting for various levels of management and performing analysis/data studies in related field.