MasterCard Consultant Reporting and Speech Analytics in Missouri
Who is Mastercard?
We are the global technology company behind the worlds fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Consultant Reporting and Speech Analytics
Develops and maintains strong working relationships with key stakeholders, vendors and other resources to design contact center Customer Experience solutions that address customer needs for established objectives, define functional requirements, test and implement the solution that reduces costs and improve customer satisfaction through expert use of reporting and speech analytics.
Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, and contributes to the design processes and solutions for the contact center that address those needs
Recommends contact center business or process improvements; works with various work streams to formulate solutions based on outcomes of reporting and analytics
Responsible for the creation, maintenance and management of a repository of standard business analytical, operational and management reports.
Analyzes data from contact center projects and reports on performance relative to success metrics
Establish, define, create and maintain GCCM standard reporting repository in conjunction with the data warehouse, DOMO, and GCCM leadership teams.
JOB SPECIFIC EXPERIENCES
Experience applying reporting creation, database mapping and SPL programming skills to create deliverables.
Articulates working knowledge of data modelling and consistently takes a practical and fact-based approach to making decisions
Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources
Experience working at MasterCard reporting and on Customer business locations
Experience working on core contact center SLAs and drivers
Experience in building client and vendor relationships and understanding the Customer Experience objectives
Experience working on mid-size projects across functions and exposure managing tactical components of larger projects
Experience providing individual expertise to supplement available tools for customer queries
Demonstrated advanced ability in a specific area of Customer Experience, in addition to general competency across disciplines
Intermediate Data Analytics
Intermediate IT Business Process
Advanced Requirements Gathering
Intermediate Technical Documentation
Intermediate Project/Solution Management
Intermediate SQP Programming
Intermediate Reporting and DOMO experience
Foundational Understand Key Customer Needs
Intermediate Business Acumen
Intermediate Future Focus
Intermediate Global Perspective
Intermediate Innovation and Thought Leadership
Intermediate People Leadership
Intermediate Personal Influence
Equal Opportunity Employer
Requisition ID: R-64008