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Hyatt Interactions and Quality Analytics Manager in OMAHA, Nebraska

Description:

These positions can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

Under general supervision the Interactions and Quality Analytics Manager will support and maintain Quality and Speech/Text Analytics reporting. They will provide direction and oversight of data and reporting to support our Global Contact Center quality improvement strategies. This individual will work closely with the Sr. Manager Interactions and Quality Analytics to support Quality evaluation workload distribution, calibration and spot check processes. The Quality and Interaction Analytics manager will work on Strategic project work on an ad-hoc basis to support GCC and other Commercial Services partners advancing care initiatives. They will periodically attend and participate in leadership meetings to ensure familiarity with Operational and Learning initiatives.

Qualifications:

Experience

· 2 years of Contact Center experience preferred

  • 2 years experience in data analysis required

  • Prior exposure to Quality methodology preferred

  • Proficiency in programming languages, including Structured Query Language (SQL) and/or JavaScript required

Education

· Bachelor’s Degree in Statistics, Communications, Business, or other related field preferred

Certificates, Licenses, Registrations

· Six Sigma Certification preferred

Computer Skills Needed to Perform this Job

· Strong MS Word, Excel, PowerPoint skills required

  • Familiarity with Visual Studio preferred

  • Familiarity with SQL preferred

  • Familiarity with Tableau preferred

  • Familiarity with Reserve (Hyatt CRM) preferred

Additional Comments and Requirements

  • Strong attention to detail

  • Ability to adapt to and support changes in scoring criteria

  • Strong verbal and written communication skills required

  • Able to work independently and remotely, and stay on task

  • Proven ability to communication effectively with multiple management units and multiple levels of management

  • Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints

  • Proven ability to creatively problem solve in a dynamic, high pressured atmosphere

  • Ability to work in a non-guest facing role for extended periods of time, observing interactions through a variety of channels

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

Primary Location: US-NE-Omaha

Organization: Hyatt Global Contact Center Omaha

Pay Basis: Yearly

Job Level: Full-time

Job: Quality Assurance/Hotel Operations Analysis

Req ID: OMA000924

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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