Contact Center Quality Analyst, Sr. jobs in Fort Lauderdale, FL

The Business Intelligence Analyst will be responsible for overseeing and maintaining consistent data quality among managed entities in our business systems and is a key contributor to both the maintenance and utility of our enterprise data assets. You will partner across the organization to ensure data is created, managed, and effectively utilized.

Key Responsibilities Include:

• Functions as a liaison between IT and users and possesses both business and technical expertise.
• Creates system solutions that support overall business strategies and operations, and assists in the preparation of proposals to develop new systems.
• Investigates and resolves data-related inconsistencies across business systems/areas.
• Analyzes data that does not align with requirements and recommends corrective actions.
• Demonstrates strong understanding of data standards and policies.
• Creates, adheres to, and enforces processes and procedures for controlling data accuracy, changes to data models/flows, ultimately ensuring the quality and accuracy of enterprise data.
• Develops and maintains documentation that supports standardization of data definitions, key business terms, data aliases, business standards, etc.
• Supports enterprise teams as an expert on enterprise data and provides guidance on how to use data and how to store data; oversees workflows and communications across teams that are accessing and using enterprise data.
• Facilitates cross functional meetings setting agenda, developing content, driving decision making and communicating results and actions.
• Partners with leadership to implement robust KPI metrics to ensure continuous data quality improvement.
• Identifies opportunities for improving business processes through automation and provides input to product owners for new data, process, or data quality KPI metrics.
• Works in a matrixed, cross-functional organization – partnering as needed to resolve data issues that impact the business.
• Communicates progress and risks with management, peers, and vendors to provide effective interdepartmental and intradepartmental management of data.
• Performs other related duties as assigned by management.

Required Qualifications: 

• Bachelor's degree, or equivalent combination of education & experience - preferably in Math, Statistics, Business Administration and/or Intelligence, or Data Science.
• 5 years’ experience in program and data analysis, project management duties, creation of reports, dashboards, and visualizations, and the implementation and reporting of key metrics.
• Familiarity with enterprise business systems including front-office and back-office solutions supporting common order-to-cash processes.
• Verbal and written communication skills with proven ability to establish and cultivate relationships with key partners.
• Strong critical thinking skills and ability to navigate ambiguous situations.
• Ability to work effectively both independently and in a team environment.
• Ability to prioritize and manage multiple tasks/projects along with recurring responsibilities and adjust to changing priorities with minimal leader input.
• Ability to research data definition, usage and flow to gain expertise in existing systems.
• Expert troubleshooting skills to investigate resolve and escalate problems. Identifies need for technical assistance to help in problem resolution.
• Ability to summarize highly complex business cases, system information and concepts and clearly communicate to leadership.
• Data and business analysis skills, including strong documentation skills.
• Ability to obtain and maintain a US Security clearance.

About SRT:

SRT is a full-service research and product development company, and a system integrator.  SRT delivers highly competitive proprietary Wi-Fi based communication tools, disruptive products, integration, and technical support services for our quickly expanding customer base; the US Government (DoD), Federal, State, and Local Law Enforcement.

SRT is headquartered in Sunrise, Florida just minutes from Fort Lauderdale and a short drive to Miami. We offer a fun, rewarding, challenging, and innovative work environment.  We are on the leading edge of satellite and wireless communication technology, and we want YOU to be a part of it.