Data and Call Quality Analyst & Duty Officer
Malomatia & B P O + (HamadMedical Corporation
Total years of experience :13 years, 10 Months
• Train and equip the new joiners with the facility information, Applications used in the organization and the infrastructure.
• Train and equip the offshore team during the project implementation.
• Collaborate with the contact center operations to understand the area of improvement required and train the team to ensure the quality of service.
• Develop and implement soft skill and technical training content and programs.
• Develop and implement project /project knowledge training content and programs.
• Develop and implement refresh training programs if the team lacks
quality of service.
• Ensure to use different techniques (Visual, Role Playing, Listening, PPT presentations ...etc.)
• Expert knowledge in CRM and Data management
• Solid background in data collection and analysis of various clinical and research data.
• Good knowledge on WFM tools
• Experience in interacting with physicians and other clinical/non clinical staff to gather data analysis requirements and manage scope.
• Proven record of the design and development of various ad- hoc Management Reports, KPIs and Queries.
• Experience in tools for BI/dashboard solutions including
Tableau, Microsoft Power BI, Qlik Sense, Excel, SAP Business Objects.
• Advanced experience in Microsoft Office 365 products, knowledge of statistical analysis tools including SPSS, Big ML,
and similar products.
• Good Hand on experience in Cerner Application.
• Performs complex analysis in support of ad-hoc, standard, operations, and project related requests.
• Develops programs, methodologies, and files for analyzing and presenting data.
• Knowledge of SQL
• Uses and supports database applications and analytical tools to evaluate data quality, applications, and functions, produce output, maintains operational reports.
• Monitoring the Agents' calls and data and notifying the errors to the teamleads.
• Conducting training to the agents and TLs during the process implementation.
• Checking the Attendance of the agents and TLs to ensure the availability of the resources.
• Excellent hands-on Experience on Cerner Millennium applications and office 365 clients.
• Supports and enhance processes around using data profiling, data quality, data mapping, and metadata tools to validate and uncover root cause data issues, maintain data dictionary, mapping rules and data lineage.
• Provides a repeatable set of processes for determining, investigating, and resolving data quality issues and that establishes an on-going process for data quality maintenance.
• Conducts job duties and responsibilities according to the organization's business systems development and delivery methodology.
• Utilizes workflow and data integration documentation to formulate detailed interface design, implementation plan and associated work estimates required for complete solution delivery.
• Responsible for construction, testing and deployment of interfaces as per approved design.
• Assists the Integration Manager and Integration Specialists in analyzing current and future state workflows and data integration documentation.
• Identification of opportunities for process improvements in existing and new projects.
• Performs maintenance and tuning work as directed by the Integration Manager and specialists.
• Provides recommendations for improvements, enhancements, and innovations in assigned areas to support high quality patient care, safety, and research.
• Supports the Integration Interface production installation and go-live events including updating all elements of the production integration technical support documentation.
• Contributes to communication plans (correspondence, presentations, and other materials) for knowledge transfer to leadership and peers.
• Conducted research and provided information on technical trends
• Organized training for new users, installed application software on network &maintained documentation
• Preparing effort tracking reports in the beginning of every month and sharingthe same among the team.
• Control-M is workload automation (traditionally called batch scheduling) software. Originally written for mainframes but also available for distributedcomputing platforms including Unix, Windows, Linux, and OpenVMS environments.
• Monitoring the Windows servers CPU utilization, memory utilization and Disk utilization and logging a ticket with the Windows server team in the caseof any unusual behavior found.
• Maintaining a positive, empathetic, and professional attitude towards customers.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.