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Job Detail

COPC Analyst (4+ Yrs)

Salary 6 Lpa

  • Mumbai
  • 07 Nov 2019


JobRef CON08112019001

Job Description Summary & Key roles & Responsibilities: -  

The COPC Analyst will lead and/or participate in various account-wide initiatives to support the deployment of the COPC Framework across multiple locations where the account is delivered. This role provides a great opportunity to significantly improve one’s knowledge and skills on how customer service organizations can achieve high performance results.

Job Description

The COPC Analyst is expected to carry out a combination of roles:

Auditor Role

Use knowledge of the COPC Framework requirement to assess processes & performance results of the account & critical functional areas in order to determine key opportunity areas.

The scope of reviews typically covers Delivery Operations, Recruitment, Training, Operations, Quality Monitoring, Workforce Management, Performance Management, and Client Satisfaction & Dissatisfaction, among others.

Deliver high quality data analysis to support key findings and recommendations

Document & present audit results to process owners, line management, and Executive leaders

Follow up on the status of COPC Baseline Review findings

Consultant Role

Contribute to the development of COPC-compliant approaches for key processes such as Delivery Operations, Recruitment, Training & Development, Skills Verification, Performance Management, WFM, Quality Monitoring, etc.

Support or lead the roll out of specific process and/or performance improvement programs for the account

Provide consulting support to the account and / or select functions to address identified performance issues by using a structured approach to problem solving and continuous improvement; i.e. DMAIC and leveraging on the COPC Framework

Point of contact for COPC-related initiatives

COPC Certification

Perform Table F review and analysis of performance in order to drive necessary action plans for performance results that are not meeting targets and/or not demonstrating sustained improvement

Conduct regular structured support sessions with various functional and operational teams to provide guidance and support in order to address identified gaps and achieve compliance to the COPC Framework

Ensure management & organization of all artifacts to support compliance requirements of the COPC Framework Support the accounts and/or functions during COPC External Audits

Key Skills :-

Intermediate knowledge in Operations/Quality

Intermediate knowledge in MS Excel develop & manage reports / templates

Strong attention to detail and ability to read trends.

Demonstrate intermediate written and oral communications.

Demonstrate ability to articulate and compare alternative approaches analytically.

Demonstrates ability to identify opportunities.

Ability to analyze trends and large data to get meaningful information.

Strong skills in time management, prioritizing tasks and meeting deadlines.

Ability to work independently with remote supervision

Contact Person : -  Naina

Contact No. : - 9711621738


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