Service Management and Quality Analyst

Description

Provides business analytics services to external clients and/or to internal clients in a shared services environment. This includes developing new insights and understanding of business performance based on data and statistical methods as well as measuring customer satisfaction. Analyzes external market dynamics and other data sources to assess trends and develop actionable insights and recommendations to management, via understanding of the business model and the information available for analysis. Typically uses data, statistical and quantitative analysis, explanatory and predictive modeling, and fact-based management to drive decision making. Applies subject matter knowledge in the area of Business Analytics; requires capacity to apply skills/knowledge within the context of specific needs or requirements. Typically requires a Bachelor's degree and 1 to 4 years of experience. Employees in this classification typically analyze, compare and evaluate various courses of action and have the authority to make independent decisions on matters of significance, free from immediate direction, within the scope of their responsibilities. Primary activities and decision making authority are predominantly performed independently affecting business operations to a substantial degree. Under FLSA, this is the exempt job classification for this title. Incumbents in this position must meet the full criteria for exempt status: salary level, salary basis, and duties tests.