Mastercard Incorporated Principal Customer Experience and Engagement Analyst R-122735 in Saint Louis, Missouri
Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate aculture of inclusionfor all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team one that makes better decisions, drives innovation and delivers better business results.Job TitlePrincipal Customer Experience and Engagement AnalystQuality Assurance is leading a transformation across Global Customer Care (GCC) providing governance, framework and structure for a Global Quality and Performance management organization. The primary purpose is providing world-class Quality Assurance standards throughout GCC. The objective is to provide undeniable value to our customers, businesses and internal partners through strengthening agent performance and strengthening tools and processes across the GCC organization. Leading with our decency quotient, or DQ, to drive our culture and everything we do inside and outside of our company. Critical thought leader capable of driving a Global Quality program, customer-centric focus through exceptional agent performance across Customer care organization Leads the execution of processes/tools/systems to include governance, Quality assessments, monitoring and facilitating calibrations Leads in the development of short and long-term strategic business goals and vision, encourage high-level strategic thinking, and supports development of strategies. Demonstrates success at cultivating strategic internal and external relationships to remove process challenges by addressing potential issues before they arise Leverages analytics, data trends to identify dissatisfaction and specific root causes to improve processes, programs and/or tools. Creates and delivers presentations on complex issues with senior leaders; ability to engage with senior leaders to tell the story, propose new ideas and concepts Establishes leadership presence and serves as a Consultant to Global Customer Care as well as other strategic internal partners collaborating in a matrix environment across Mastercard Defines Quality and Performance management journey mapping to deliver innovative design of processes, services and programs Highly influential and communicates why Quality matters, converting data into business intel, telling the story that inspires others to action and establishes accountability across senior leadership Develops and maintains strong working relationships across the business, Training, Analytics, IT, Compliance, Legal and vendors that are critical to the success of the group. Coaches/mentors team supporting the development and communication of business plans; drives accountability and provides guidance to team members Experience communicating to senior executives, internal colleagues through concise, regular updates on status, progress, and roadmaps. Strong level business acumen and a proven ability to balance strategic thinking with practical implementation skills. Extensive experience working with clients/customers to realize business issues and develop a strategy for the businesss direction from the gathered insights. Proficiency using Microsoft office tools, (PowerPoint, Excel, etc.) Extensive knowledge of processes, organization structure and proven experience navigating in a large organization. Proven experience in analytical reporting, WFO tools, (i.e. Speech/Text Analytics, Verint and Performance management)Preferred Strong proficiency in system applications, Service Cloud, UAD, DOMO Project management certification, PMP Six Sigma methodology/certifications (i.e.