The LexisNexis GCO Training and Quality Analyst I role is responsible for assisting in the definition, implementation and integration of best-in-class training and quality principles, processes and supporting tools in support of the LexisNexis GCO Pacific/UK CS. The role will work closely with the Business Unit’s Operations team members to provide training and quality support including new process training, refresher/upskilling training, transactional audit, sampling methodologies, knowledgebase update, root cause analysis, survey analysis and process improvement identification. This role will conduct governance review, analysis and reporting of accuracy trends and recommend corrective actions, dispositions, and modifications to existing processes to address performance gaps. The role will present strong communication and business process and expertise to ensure the Business Unit Operations receives the maximum benefit from the successful training and quality support.

Accountabilities:

• Assist in the design of formal audits and quality processes, as well as all aspects of the associated procedures, i.e., database design, scoring procedures.

• Complete quality assurance observations and CSAT analysis, including feedback and coaching to ensure quality standards, procedures, and methodologies are being followed. Report findings from audit results and provide analysis on findings.

• Development of training plan, materials and assessments; and delivery of process and business skills training to Operations

• Creation and timely updates of process documentation, and manage LN GCO document repository

• Spearhead and coordinate with all SMEs/stakeholders the analysis, design, and development initiatives related to the new hire, refresher, and staff development training needs of Operations.

• Provide periodic Training and Quality status updates and metrics reports analysis.

• Monitor the training program and ensure training gaps are addressed.

• Maintain calibration process to include reviewing audits between operations teams and providing insight into calibration opportunities.

• Lead and/or support in continuous and process improvement projects as requested. This includes independently leading special projects with little or no management oversight.

• Professionally maintain good business relationships with internal and external customers and stakeholders regarding area of responsibility through continual communication and an environment of collaboration.

• Effectively support all training and quality effectiveness initiatives and ensure that requirements and expectations of the stakeholders on the training and quality perspective are consistently exceeded.

• Provide production support as necessary to enhance subject matter expertise and boost familiarity to current transaction drivers and customer contact trends of supported operations.

• Perform other tasks/projects assigned by the immediate superior.

Qualifications:

• Strong familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.

• Good communicator and strong presentation skills.

• Strong analytical, quantitative, and deductive reasoning skills.

• Demonstrated experience defining and/or creating reporting for operations, performance, or risk.

• Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends.

• Ability to work with management teams to translate high-level business plans into action steps and reporting solutions.

• Demonstrated ability to work/communicate with all levels of management.

• Demonstrate solid leadership skills in building enterprise value as an indispensable business partner.

• Strong knowledge and a process expert of LN GCO Pacific/UK Customer Support processes and tool/applications required

• Process mapping and workflow development and maintenance experience desirable.

• Lean, Six Sigma, COPC, TQM, ISO knowledge and/or demonstrated process improvement expertise a plus.

• Bachelor's/College Degree holder in any field, preferred but not required.

  LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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