JOB SUMMARY:

The Data Analyst will be responsible for working across all three lines of business to manage processes, technology, and reporting related to global call center compliance, quality and operational improvement opportunities that affect each vertical. The role will manage all reporting as well as technology enhancements needed for flagging, auditing and reporting.  In addition the role will help manage the SelectQuote Senior Quote Engine for compliance and technology enhancements.  

This position will work closely with the SelectQuote Development and IT teams on necessary enhancements for measuring, and scoring reporting of QA results. The position will manage to key measurable objectives set by senior leadership. The position will leverage many competencies such as: verbal communication, management skills, leadership skills, analytical mindset, attention to detail, and a drive to be successful. The position will work hand in hand with Finance, Accounting and Sales to implement and communicate compensation impacts for compliance adherence.  

ESSENTIAL FUNCTIONS:

• Leverage internal and external resources to optimize process for QA across business lines with emphasis on TCPA, call center compliance, business quality and scorecard delivery
• Assess processes
• o Offshore
• o Internal
• o Technology Needs

KNOWLEDGE, SKILLS, AND ABILITIES:

• Establish reporting to monitor productivity grading expectations
• Generate reporting / scorecard(s)
• Set timeline for improvements
• Coordinate with sales operations to communicate scorecards to managers and agents as well  impact on agent compensation
• Integrate with training based upon scorecard outcomes and carrier feedback
• Develop detailed, quantitative analysis work associated with developing meaningful insights to address the QA departments operational and reporting needs
• Interview stakeholders and participants in specific business processes to understand workflow
• Participate and lead project objectives and scope with QA leadership team
• Structure and solve problems from beginning to end
• Develop conclusions and recommendations
• Implement process change and effectively monitor and measure results
• Identify workflow/system improvements and present solutions
• Maintain / enhance internal and external quote engine for SelectQuote Senior

TRAINING & EXPERIENCE

• Excellent organizational skills
• Knowledge of web design and IT resources. 
• Strategic orientation and ability to creatively problem solve
• Assertive, with the ability to work well as part of a team and under deadline pressure.
• Strong oral and written communication skills
• Proficiency in SQL, Word, Excel and PowerPoint and Experience
• Outstanding communication and listening skills
• Ability to juggle multiple projects simultaneously with thoroughness and precision, to prioritize and to meet aggressive deadlines.