Contact Center Quality Analyst jobs in Waco, TX

Job Description

Education Service Center Region 12 is searching for an energetic new team member to join our PEIMS/TSDS Support Team. The ESC Region 12 PEIMS Analyst will provide helpdesk, training and support to Texas Districts and Charter Schools for the Public Information Management System, PEIMS, and the Texas Student Data System, TSDS.

The Region 12 PEIMS Analyst will be an enthusiastic, self-directed learner with the necessary customer service and presentation skills to accurately communicate technical knowledge when assisting school districts. The ideal candidate will possess precision, organization, analytical analysis skills, accuracy and persistence to assist in the troubleshooting and analysis of data and changing system processes.  Empathy and a service attitude towards others are integral to the position’s success for building working partnerships and relationships.  

This position will support the vision, mission and strategic priorities of ESC Region 12 by providing assistance and support to the Region 12 Department of Information Services.

Education/Certification

• Bachelor's degree or equivalence experience is preferred
• At least 3 years of recent working experience with PEIMS/TSDS at a Texas school district or campus is required
• Experience with school district SIS systems such as Ascender or Skyward is preferred
• Experience developing training materials

Special Knowledge/Skills

• Extensive knowledge of the Texas Education Data Standards
• Extensive knowledge of the Student Attendance Accounting Handbook
• Extensive knowledge of the TEC Chapter 37
• Ability to study and pass TEA required PEIMS/TSDS Certifications
• Ability to train staff in small and large group settings and remotely

• Ability to analyze complex information
• Ability to understand detailed written or oral instructions.

• Proficiency in word processing, Excel, Windows and Google Apps

• Strong customer service skills
• Manage multiple projects in a flexible and adaptable environment
• Problem solving skills
• Handle critical deadlines, demonstrate initiative in difficult situations
• Work habits include being reliable, flexible, and punctual, a self-starter
• Complete assigned projects with minimal supervision by multi-tasking and prioritizing
• Must have the ability to work with customers who have diverse skills and experiences
• Foster a pleasant work environment with a positive attitude, dependability, enthusiasm, and work as a team player
• Possess effective organization, communication, telephone, and interpersonal skills
• Participate in ESC Region 12 and/or other professional development opportunities
• Perform other duties as assigned

The applicant needs to possess these core values through words and actions to build positive, long-term relationships with customers by demonstrating:

• Professionalism, integrity, respect for others, expertise and credibility at all times
• Quality in delivering what I promise and help create superior programs and services that add value beyond what is expected
• Teamwork by working cooperatively with others to promote a positive and fun work environment
• Adaptability by being flexible, attentive to change and ready to move quickly and decisively in response to the needs of customers
• Innovation by contributing to the implementation of new or significantly improved services and delivery methods
• Superior Service by providing personable, direct attention that delivers customer satisfaction beyond what is expected

Benefit Information

• ESC Region 12 provides monetary contribution up to $530 per month to use for employee/family healthcare and supplemental benefits.
• Employee earns state personal, sick and vacation leave.
• All employees contribute to both: Teachers Retirement System (TRS) and Social Security retirement programs