Service Quality Analyst

Like leading the pack? So do we. Service Quality Analyst

Wilmington, Delaware

If you like building innovative solutions, you will fit in perfectly at CSC - the world's leading provider of digital brand, business, legal, and tax services. We use technology to make businesses run smoother and smarter and, as a Quality Analyst, that is exactly what you'll be doing.

In our Digital Brand Services division, we effectively manage, promote, and secure our clients' valuable brand assets against the threats of the online world. Leading companies around the world choose us to be their trusted partner, including most of the Interbrand® 100 Best Global Brands.

As an Quality Assurance Analyst, you will be working as a part of a team to analyze data, report on trends and develop innovative solutions to maximize our output and productivity. If you are an highly driven individual with experience as a quality analyst, this opportunity to join our Digital Brand Services Training Team could be the perfect fit for you!

What You'll Do For Us:

  • Drive team productivity and quality results
    • Own reporting for Customer Service performance in alignment with performance summary metrics
    • Gather data and prepare reports daily to send out to global team

  • Engage with Service team to set goals and constantly review progress
  • Develop long term Service Quality Program which focuses initially on the identification of errors and long term on a Quality Assurance program which is preventative in nature
  • Actively participate in the Service Excellence and QAQC Team
    • Provide feedback regarding system and/or procedural issues that need to be reviewed or improved, as well as suggestions to help refine processes

  • Partner with the Training team to recommend needs based on findings from quality results and analysis
  • Effectively use tools and templates to communicate progress and capture outcomes, next steps, and decisions.
  • Manage relationships with stakeholders to achieve goals
    • Work with stakeholders to ensure that the solutions provided align with the business requirements and business objectives
    • Engage to identify opportunities for efficiencies

  • Perform other duties as requested and assigned

What technical skills, experience, and qualifications do you need?
  • A college degree (BS or MS) preferable
  • Minimum of 3 years of experience in a similar role
  • Knowledge of leading practices for business analysis.
  • Exceptional interpersonal skills and the ability to communicate effectively with technical staff, non-technical staff, all levels of management.
  • Detail-oriented and highly organized with outstanding problem-solving skills.
  • Ability to effectively manage multiple competing priorities in a fast-paced environment.
  • Flexibility to meet continuously changing priorities and challenges.
  • Experience analyzing KPIs and setting forward-thinking goals

What We'll Do For You?
  • Empower you to find your own innovative solutions to challenges faced by some of the world's leading companies
  • Give you the freedom to explore, experiment, and implement out-of-the-box ideas
  • Provide excellent benefits for you and your family, including 401(k) with employer match, medical insurance, paid time off, tuition reimbursement, and more

Why join us?

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 115 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 bus inesses.
  • CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace for 12 consecutive years.
  • 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 recognizing individual performance and a profit sharing bonus based on company performance.
  • CSC offers excellent benefits for you and your family.

About us

CSC helps businesses thrive online. We help effectively manage, promote, and secure our clients' valuable brand assets against the threats of the online world. Leading companies around the world choose us to be their trusted partner, including more than half of the Interbrand® 100 Best Global Brands. Leveraging state-of-the-art technology, Digital Brand Services delivers outstanding outcomes through our unique account management structure. With our expert, dedicated team, you'll have a daily point of contact to ensure your brand has the strength it needs to succeed in the 21st century. We help consolidate and secure, monitor and enforce, then optimize and promote your brands in order to maximize your digital presence, secure your digital intellectual property, and reduce costs. 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.

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