Quality Assurance Analyst

Oracle


Job Description

General Purpose of the Position

This position supports Hospitality and Food & Beverage Support by identifying areas for improvement, maintaining quality standards and improving the customer experience through the monitoring and evaluation of customer contacts (service requests) via phone call monitoring and service request quality reviews. This position measures performance in handling customer contacts by measuring both quality and accuracy of information provided, adherence to outlined standard operating procedures & policies and customer service handling. Along with measuring performance, this position also provides targeted feedback for associate coaching for development opportunities via Manager feedback. This position identifies areas for quality performance improvement, identifies individual training needs, trends quality information and group training requirements directly affecting customer service and satisfaction levels.

Summary Of Responsibilities

  • Monitors quality performance of Hospitality and Food & Beverage Support Analysts by selecting calls or service requests for quality evaluation to provide a valid sampling representative of overall performance levels.
  • Provides quality performance related feedback to Agents and their Managers of assigned group of associates. Identifies developmental opportunities for coaching to enhance expertise and abilities.
  • Produces daily, weekly and monthly quality results & metrics along with recommendations for continuous improvement for assigned teams. Trends QA information for process/ performance improvement.
  • Participates in-group monitoring & calibration sessions involving management, individual associates and peers in the process.
  • Trends QA information for process/performance improvement.
  • Communicates trend information to management, training and internal partners.
  • Shares best practice quality and process related information with work groups.
  • Conducts new hire quality assurance overview education sessions. Demonstrates the call evaluation and service request auditing process and reviews requirements and associated evaluation criteria.
  • Assists in new hire or recurrent training delivery, as requested, which includes off-hours.
  • Partners with Hospitality and Food & Beverage Support Management with regard to continuous improvement initiatives.
  • Maintains professional and technical knowledge by attending educational workshops and Hospitality and Food & Beverage training.
  • Performs special projects and other duties as assigned by management as requested.
READ:   Senior Accountant

Preferred Skills And Qualifications

  • Bachelor degree or equivalent experience plus a minimum two (2) years’ experience in a high volume customer service environment
  • Previous work experience supporting Oracle Hospitality and Food and Beverage products preferred; previous work experience in the hospitality or food and beverage industry and/or prior Support or Help Desk experience preferred
  • Previous call monitoring and/or quality review experience preferred
  • Detail oriented with excellent follow up, creativity, organizational, written and oral skills
  • Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
  • Strong listening skills with attention to detail and accuracy in work flow
  • Is flexible to work hours as determined by business needs.
  • Strong analytical skills, continuous improvement orientation and customer service focus
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Self-starter; Ability to manage time effectively, multi-task and meet deadlines and requirements accordingly.
  • Demonstrated objectivity, professionalism, flexibility & maturity with ability to deal with multiple levels of the organization
  • Ability to perform in a fast pace self-directed environment
  • Maintains high-level of confidentiality
  • PC and software skills- functional knowledge of Microsoft Office. Knowledge of Genysis, Oracle (Micros) Hospitality and Food & Beverage product experience (Opera, Simphony and other Hospitality and Food and Beverage applications preferred).
  • Familiarity with Oracle DB /SQL skills is an advantage
  • A+, OCA, OCP, MCP, MCSE or other similar certifications a plus
  • Fluent (read and write) in English. Fluent (read and write) in Spanish and/or Portuguese is a plus

Detailed Description And Job Requirements

Responsible for the delivery of Product Specifications Documents to supplier partner(s) or delivery of process specifications to meet business specifications.

May be done in partnership with business partner(s) or via guidance to business partner(s) for execution. Defines system specifications needed to roll out flexible business models. Responsible for understanding business objectives. Performs process or functional analysis to identify gaps compared to specifications, confers and/or drives issues with management for resolution, and ensures overall fulfillment of business specifications. Responsible for day-to-day engagement with business and/or process subject matter experts. Advises and consults with business teams prioritizing allocation of people resources, addressing project team problems ensuring that all team deliverables are met, and developing and presenting proposals of project plan and getting agreement from appropriate stakeholders. Understands and applies theories to policies and operating environment needed to effectively and efficiently complete assignments.

READ:   IT Business Analyst

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Typically graduate or equivalent with 2 years’ experience.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Responsible for the delivery of Product Specifications Documents to supplier partner(s) or delivery of process specifications to meet business specifications.

May be done in partnership with business partner(s) or via guidance to business partner(s) for execution. Defines system specifications needed to roll out flexible business models. Responsible for understanding business objectives. Performs process or functional analysis to identify gaps compared to specifications, confers and/or drives issues with management for resolution, and ensures overall fulfillment of business specifications. Responsible for day-to-day engagement with business and/or process subject matter experts. Advises and consults with business teams prioritizing allocation of people resources, addressing project team problems ensuring that all team deliverables are met, and developing and presenting proposals of project plan and getting agreement from appropriate stakeholders. Understands and applies theories to policies and operating environment needed to effectively and efficiently complete assignments.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Typically graduate or equivalent with 0 – 2 year experience.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

READ:   Executive Chef

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

  • Seniority level


    Entry level

  • Employment type


    Full-time

  • Job function


    Quality Assurance

  • Industries


    Information Technology and Services, Computer Software, and Financial Services


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