Analyst CS Operations

Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!!

Aptean is a leading global provider of industry-focused mission critical enterprise software solutions. Our solutions help nearly 6,500 organizations stay at the forefront of their industries by satisfying their customers and continuing to operate more efficiently. Headquartered in Alpharetta, GA, Aptean has offices in North America, Europe, and India, as well as an extensive Partner Channel. Our customers are located in 74 countries across Europe, Latin America, and North America. Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models. Aptean’s products deliver value at lowest total cost of ownership and scale with needs of our customers.Most of our products and solutions are leaders in the vertical market segments they serve. Aptean uses its core values of Drive For Results, Win Together, Foster Innovation, and Be Courageous to guide its employee community to serve every customer in every geography and market.

The Quality Compliance Analyst is responsible for reviewing and auditing incidents and projects along with reviewing and investigating customer survey. The Quality Assurance Analyst is responsible for identifying areas of support and services improvements and recommends programs that improve the overall quality of the customer’s experience when interacting with the customer. The Quality Compliance Analyst is responsible identifying areas that did not meet defined and established processes and standards, making improvement recommendations and monitors the result of stated recommendations.

Roles and Responsibilities

• Come up with suitable sampling plans based on the requirements, execute audits and prepare audit reports.

• Must be able to audit in a professional, ethical, and objective manner using and interpreting applicable standards or requirements

• Be responsible for Audit Accuracy & Quality Improvements.

• Perform and lead routine and non-routine compliance activities including Audit management, external audit support, coordination of required documentation, and generation and review of relevant reports that support Controls and auditable processes.

• Must be able to verify, document, and communicate audit results, develop an audit report, and evaluate the effectiveness of corrective action and follow up.

• Analyzes/audits service incident data, emails, projects and customer surveys to identify areas of service/support delivery that did not meet pre-established standards and processes.

• Uses tools to gather data and analyze trends or patterns affecting quality.

• Assess existing practices and procedures and recommend process improvement opportunities and collaborate with relevant teams to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

• Develop creative methods and process for improving core metrics based on audit findings

• Address special projects as necessary and adapt to the changing requirements of the business

Work Experience (Indicate the approximate years of relevant work experience necessary for this position)

• 2-3+ years of auditing/quality monitoring experience related to the job, preferably in a quality process role supporting a customer service environment

• Sound experience and knowledge of processes involved in Customer support and Services delivery. Knowledge, Skills and Abilities

• Have knowledge of basic quality tools and should be able to drive quality initiatives in the team • Have good knowledge of Audit and Evaluation function

• Have excellent problem solving capabilities, analytical and lateral thinking skills.

• Strong experience in support/service operations

• Have good time management skills.

• Excellent written, verbal, analytical and communication skills.

• Excellent/accomplished communication, negotiation, and facilitation skills

• Strong compliance knowledge and proficiency in interpreting and applying regulatory requirements and guidelines.

• Ability to work independently with limited supervision, attention to detail, thoroughness, dealing with complexity

• Must be a team player and able to work collaboratively with and through others • Sound judgment and decision making skills

• Demonstrated ability to establish and maintain collaborative relationships with key stakeholders.

• Demonstrated ability to lead and drive results/impact for critical business / compliance initiatives

• Demonstrated ability for process improvement and to create/implement simple, compliant systems in a diversity of areas

If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today!