Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.
As a global Quality and Performance Metric Analyst for Customer Contact Center (CCC) you will lead the activities globally, which spans over 5 global GBS hubs & other GBS Front Offices. You will support an organization to become as a trusted and transparent partner to optimize corporate processes of ABB and achieving GBS business objectives like cost, efficiency and customer satisfaction.

Your responsibilities

• Support in designing and promoting standardization of Customer Contact Center processes with focus on data driven Quality and Continuous Improvement
• Develop process descriptions and job catalogue or descriptions
• Contribute in developing, writing and updating an agreement between GBS and businesses for the services provided by Customer Contact Center
• Migrate and constantly maintain of GBS CCC web pages on inside.abb
• Establish and develop of GBS CCC KPIs and their reporting globally. Drive an automation and digitization of possible reporting areas
• Constantly seek for improvement areas
• Manage data to and in the tools like opex analyzer, SFDC reports and dashboards, Power BI, Einstein Analytics Feature, CTI Contact World. Act as a central point of contact in case of issues
• Support, enable and train local team to frequently montor and report performance metrics

Your background

• Previous experience in quality and performance analytics preferably in customer contact center
• Logical thinking, detail oriented, change catalyst, expertise in process excellence, proven business acumen
• Proficiency in English
• Strong project management and communication skills
• Ability to drive change
• Self-driven challenger