cxloyalty - Process Improvement specialist (defect management)JPMorgan Chase

Job Description:
Responsibilities:
Demonstrates the ability to function independently and as part of a team with a positive attitude, strong work ethic, and commitment to excellence
Works collaboratively across the organization to promote and provide information so that colleagues and contributors support objectives, understand needs, and take action
Coaches and motivates employees on defect and quality related performance through communication with Operations; provides feedback when necessary
Collaborates with leadership ensuring high cost defects and recent changes are conveyed to Agents
Holds Sites and Departments accountable for performance expectations, coaching to defined metrics through research and reporting
Develops relationships with internal teams to identify changes in workflow or functions that may require new or revised processes
Performs other duties as assigned within the scope of responsibilities and requirements of the position
Collects data from a variety of sources including defect data, quality assurance data, customer surveys and employee feedback.
Completes daily audit of defect data to validate that all postings are accurate and complete. Works with accounting department if any adjustments to defect postings are necessary.
Completes root cause analysis and trending of defect data and correlates with quality assurance results, customer surveys, and employee feedback to identify and provide trends and sound improvement recommendations. Recommendations must be supported by data and drive revenue improvement, cost reduction, and/or quality enhancements to return substantial and measurable financial benefit for cxLoyalty.
Completes month end reporting for operations and account management that produces statistical evidence of impact including charts, graphs, spreadsheets, and statistical reports.
Prepares monthly defect presentations and facilitates defect meetings with operations and stakeholders to review results/recommendations and prioritize improvement opportunities.
Maintains regular and timely updates to Manager Quality Processes, and measures business impacts to ensure targets are met or exceeded.
Keeps Manager Quality Processes promptly and fully informed of all matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
Liaises with external customers, other cxLoyalty departments, and/or external vendors as necessary to ensure actions are implemented and expected results are achieved.
Maintain weekly, monthly reporting in a timely manner.
Respond to business inquiries regarding defect questions, challenges and/or re-classification in a timely manner.
Requirements:
Extensive experience with Microsoft Suite applications (Word, Excel, PowerPoint, Visio, SharePoint)
Intermediate to Advanced knowledge/proficiency in Travcom, Support Center Plus, Qfiniti, MAUI, self-booking tools, Switchfly required
Working knowledge of appropriate technology, travel industry GDS is required (Worldspan, Sabre)
Schedule flexibility including evenings and possibly weekends
Ability to prioritize, effectively manage resources, and meet deadlines
Excellent communication and facilitation skills to maximize effectiveness of reporting and project charters
Strong public speaking skills with the ability to engage learners throughout presentations and process improvement opportunities
Experience/Key Skills:
BA/BS degree in business or data analytics-related field preferred, or 3-5 years of equivalent work experience
3-5 years Call Center experience required
2 years GDS experience required
Statistical analysis background
Excellent communication skills - both verbal and written
Strong planning, organizational, and time management skills with the ability to manage changing priorities, handle multiple projects, meet deadlines, and adapt to changing business needs.
Demonstrated project management skills with practical experience in managing multiple projects concurrently
Exceptional listening, interpersonal, analytical and problem solving skills
Strong sense of personal responsibility to complete tasks
Ability to apply a sound understanding of business acumen
Outstanding reasoning skills with excellent attention to detail and follow through
Demonstrated effected oral and written communication skills with personnel at all levels
Ability to affect change throughout organization
About Us: cxLoyalty, a subsidiary of JPMorgan Chase, is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards, merchandise and incentives while using data and analytics to personalize, optimize and deliver a world-class customer experience. We have more than 40 years of experience designing, administering and fulfilling market leading loyalty programs for our respected clients and their customers. Based in Stamford, Conn., cxLoyalty has more than 1,700 associates and provides services to consumers located in 14 countries.
About the Team:
cxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.
An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.
JPMorgan Chase

Metro Manila
Permanent
Full-time