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CSC

Quality Ops Analyst

Wilmington, DE

JOB DESCRIPTION

Service Quality Analyst - Digital Brand Services

Americas: Wilmington, Delaware; Santa Clara, California; Yarmouth, Nova Scotia

APAC: Melbourne, Australia; Singapore

EMEA: London, UK; Sofia Antipolis, France; Wiesbaden, Germany; Stockholm, Sweden

Monday - Friday, 8:00 am - 5:00 pm

This role supports our global service organization and flexibility may be needed to attend early and/or late meetings.

CSC is seeking an experienced quality analyst to join the DBS Service Quality Team. Our Service Quality team plays a critical role in delivering on CSC's Customer Promise, while supporting our global customer service organization. This is a unique role where you will partner with our Service Leadership Team to support the development and growth of our Client Service Partners. Come join the heart of a global company and learn what it means to be a part of the DBS Service Quality Team!

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Some of the things you'll be responsible for:
  • Ensure we are consistently delivering on the CSC Customer Promise and providing a consistent, high-quality service experience to our customers.
  • Partner with the Service Leaders to review individual performance and support the development of individual performance goals.
  • Create quality reporting to support our service goals and metrics.
  • Analyze reporting to understand and identify trends and areas of opportunity.
  • Make recommendations to improve our service quality reporting based on your experience and insights.
  • Set timelines for deliverables and hold Service Leaders and project stakeholders accountable to meeting those agreed timelines.
  • Work independently to develop and execute projects and make decisions based on business and customer needs.
  • Provide regular performance and project updates to Service Leadership, including presentations and written summaries.
  • Support your direct team colleagues as needed.

What technical skills, experience, and qualifications do you need?
  • An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
  • Experience supporting leadership to develop and motivate a high-performing team
  • Familiarity with analyzing KPIs and setting forward-thinking SMART goals
  • Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.)
  • Proven ability to organize and manage a project independently, driving it forward to completion
  • Previous experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made
  • Strong negotiation, listening, and communication skills, both verbal and written
  • Experience communicating effectively with technical staff, non-technical staff, teammates, and all levels of leadership
  • Exceptional attention to detail
  • Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment
  • University degree preferred
  • Experience using Business Objects or other database management application(s) a plus


ABOUT US

CSC is the world's leading provider of business, legal, tax, and digital brand services to companies around the globe. From keeping your business in compliance and streamlining operations, to protecting and promoting your brand online, we use our expertise and personal approach to help your business run smoother. We are the business behind business. We are the trusted partner for 90% of the Fortune 500®, more than half of the Best Global Brands (Interbrand®), nearly 10,000 law firms, more than 3,000 financial organizations, and are a nationally recognized Top Workplace. Headquartered in Wilmington, Delaware, USA since 1899, we have offices throughout the United States, Canada, Europe, and the Asia-Pacific region. We are a global company capable of doing business wherever our clients are-and we accomplish that by employing experts in every business we serve.

Our diversity is our strength. Our employees create an environment where everyone is valued and respected. Diverse teams give us a competitive advantage and drive innovation. We are empowered to do what is right for each other and our customers. Though we have many diverse employees, we are one company that encourages everyone to bring their best selves to work every day. We're better together. Some people call this diversity and inclusion-we call it being genuine. CSC is an equal opportunity employer.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to be a description of all duties, responsibilities, and qualifications.

WHY WORK WITH CSC?

At CSC®, we're always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.

CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.

  • CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace every year since 2006 and are a 2022 National Top Workplace.
  • We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.
  • Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.
  • CSC offers excellent benefits, including medical, dental, life insurance, and flexible spending and health savings accounts. We also offer you a 401(k) with employer match and profit-sharing, paid time off, tuition reimbursement, and more.
  • Our global standard for our work environments supports current and future technology initiatives through open design, sit-stand workstations, and digital interface points with wireless access throughout the campus. It's an exciting time for us in terms of growth and expansion.

Client-provided location(s): Wilmington, DE, USA
Job ID: CorporationService-3241
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • FSA
    • HSA
    • On-Site Gym
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Adoption Leave
  • Work Flexibility

    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Happy Hours
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Leave of Absence
    • Paid Holidays
    • Paid Vacation
  • Financial and Retirement

    • Performance Bonus
    • 401(K) With Company Matching
    • Financial Counseling
    • Profit Sharing
  • Professional Development

    • Promote From Within
    • Access to Online Courses
    • Tuition Reimbursement
    • Leadership Training Program
    • Mentor Program
    • Lunch and Learns
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

Company Videos

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