Service Data Analyst - TEMP
Bethpage Federal Credit Union - Hempstead, NY

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Responsible for the planning, coordination, execution and reporting of service quality assurance. This position contributes to the success of Bethpage by providing service quality expertise that aids in the delivery of extraordinary service and value to the Bethpage membership.

Responsibilities include using available technology to identify service quality gaps and identify solutions. Identification, reporting and tracking of service quality through: Mystery Shop, Internal Service Surveys, Net Promoter, and call monitoring. Active participation in cross-functional teams, and interaction with business units to adhere to Bethpage standards, policies and procedures. Provide feedback and reporting on progress, inhibitors, and planned activities. Actively seek out problem resolutions. Uses quality monitoring data management system to compile and track performance at team and individual level, coaching and training as identified.

Principal Responsibilities: analysis, service metrics reporting, call monitor, coaching sessions from mystery shop, surveys etc. coaching sessions from call monitor.
DESCRIPTION
Collect relevant data using Mystery Shop, Internal Service Surveys, Net Promoter, and call monitoring to analyze various aspects of member interactions. Scan the business environment for areas for quality metrics and set up appropriate monitoring tools
Identify areas for improvement, recommend solutions, and execute solution implementation in coordination with business unit management.
Perform quality monitoring using Mystery Shop, Internal Service Surveys, Net Promoter and call monitoring and provides trend data to management
Develop strategies to address service quality deficiencies including coaching and/or training employees on specific tasks, transactions, etc. to reduce errors and increase efficiencies.

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