Senior Consultant II Quality HRSD

Profile

Job Information

Comcast

Senior Consultant II, Quality HRSD

in

Philadelphia

Pennsylvania

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for the daily activities in the HRSD Quality Assurance team to increase customer satisfaction through improved performance of HRSD teammates.  Lead a variety of quality programs including efforts focused on behavior performance improvement, customer experience, and adoption of new technology and supporting processes. Collaborates directly with Operation & Functional Leaders to standardize the interpretation and evaluation of policies, procedures, and quality standards. Develops, maintains, and grows a culture of coaching to improve regular performance of quality. Enhances Quality program with the development of strategy and deployment in the areas of quality and performance management tools, reporting, and integration of S4X Quality Interactions, myPerformance, and myPlaylist into Comcast culture.

Job Description

Core Responsibilities

Reinforces the importance of the Quality Program as part of HRSDs strategic focus on improving customer experience.

Coaches and monitors performance of employees to established goals and objectives.

Leverages applicable processes, quality guidelines, and established relationships to create and sustain feedback loops that drive improved agent and site performance.

Appropriately challenges existing processes, identifies solutions to streamline daily tasks, and maximizes best practices to ensure high quality interactions with internal and external customers. 

Completes assessments of existing quality and coaching processes to define the problem, related policies or behaviors, gap analysis, and solution recommendations.

Leverages Quality data and insights, with interaction review, to identify specific opportunities for people, process and tool improvements.

Helps to define success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.

Partners with Operations to provide guidance for the implementation and day to day support of all Quality tools including Verint and/or the S4X Quality Platform

Supports the development and execution of the quality and coaching strategy to support Operations with improving effective behavior demonstration.

Partners with Quality Manager to provide updates on project status, relevant risks, and dependencies required to move projects or program work forward.

Interacts directly with cross-functional leaders and teams in order to create and sustain regular coaching and feedback loops.

Diagnoses, corrects and documents issues, risks and problems using Quality Assurance (QA) practices.

Utilizes the Comcast Change Management model (ADKAR) to successfully develop and implement new practices, behaviors, or procedures. 

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and off hours as necessary.

Other duties and responsibilities as assigned.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Salary Range: $56,146.60 to $126,329.85Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Salary:

Pay Range: $70,183.25 - $105,274.87

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com