Business Process Analyst Job in San Jose 95125, California Us
Business Process Analyst
Location: San Jose, CA 95125
Employment Type: Full Time, Temporary/Contract/Project
Experience Required : 5+ to 7 Years
Pay Rate: $50.00 - $52.00 /hour
Reference Code: 1001668856
Technisource is currently seeking a Business Process Analyst for a 4-6 month contract opportunity in San Jose, CA.
*** MUST be legally eligible to work in the US without additional sponsorship
*** NO third party / corp2corp / subcontractor candidates
*** MUST be onsite (no remote / telecommute)
Our client sends customer surveys as part of its Net Promoter Score program, an initiative to help drive greater customer centricity within the company. In order to drive greater learnings and scalable improvements in the broader customer experience, our client is starting a program to call back customers who give us low scores. The call backs will be conducted by various teams within our client. This individual will focus on managing this new program/process on a day-to-day basis. It will be a manual process in the beginning. In addition to managing the process, the individual will partner with Customer Support and other company leads to identify (and drive to implementation) process improvements and needed support tools (to be developed by others and/or bought). This is a critical improvement in eBay's move to greater customer centricity that will leave a lasting mark on the company.
Tactically, this lead will help identify which of the customers should be targeted for call-backs and farmed out to the relevant teams. Then, he/she will collect summaries from the call backs, aggregate and communicate learnings. Over time, this person will help to track/ensure that issues are actually closed.
In order for this to work, it will be critical that this process is as least burdensome as possible for the organization while maximizing learning, improvements and impact. It will be challenging to get this just right. It should also be rewarding and fun. Will obviously need a detail-oriented person with strong customer-focus, project management skills, interpersonal strengths and a focus on driving for results.
We do not need this person to be an expert in NPS methodology; do need someone skilled and passionate about driving and optimizing this process overall.
**** For immediate consideration please email me at lindahaywood@technisource.com ****
Contact:
PLEASE E-MAIL RESUMES TO: Apply by Email
Open all references in tabs: [1 - 4]