Comcast Careers – Marketplace Quality Analyst

Website Comcast

Job Description:

Responsible for auditing various areas for quality with the goals of increasing productivity, quality results and continuously improving client satisfaction as directed. Can include multiple quality audits across teams including process and policy adherence, contractual obligations met and SLA adherence. Analyze trends and submit suggestions to department leadership on efficiency and performance improvements. Works with moderate guidance in own area of knowledge.

Job Responsibilities:

  • Works with various departments to obtain after action report on reported issues, enters resolution details into the system and completes the quality and client satisfaction ticket.
  • Assists the training department in developing training modules for educating the staff about quality and client satisfaction standards.
  • Completes audit samplings of client web portals as needed, shares any defects found with management and creates ticket for resolution with development team.
  • Compiles reports pertaining to performance and quality and client satisfaction issues for review by management. Reviews, interprets and summarizes issues.
  • Ensures that all site completion quality checks are completed accurately and on-time.
  • Analyzes audit sampling results for trends and uses trending data to determine strategies and plans for improvement to share with the department managers.
  • Engages with various department leadership to obtain input into quality and client satisfaction needs and provides management with feedback on the implementation of policies and standards for developing new quality and client satisfaction plans and strategies.
  • Provides regular status updates to employees and managers related to any quality audit sampling; maintains contact until requests are resolved and closed.
  • Collaborates in the development and implementation of key performance indicators, policies, procedures and programs related to the function.
  • Works on special projects as assigned.

Qualification & Experience:

  • Bachelor’s Degree

Job Details:

Company: Comcast

Vacancy Type:  Full Time

Job Location: New York, NY, US

Application Deadline: N/A

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