Performance Analyst Job Description Template
Our company is looking for a Performance Analyst to join our team.
Responsibilities:
- Provide investment performance measurement consulting, advisory and/or educational services to clients;
- Perform detailed analysis and reporting of composite membership, firm assets under management, and composite and portfolio accounting data;
- Facilitate and participate in quality calibration meetings as requested by key stakeholders;
- Analyze customer satisfaction survey to identify opportunities to improve the customer service experience;
- Participates in special projects as required;
- Work with call center management team to develop and execute coaching plans for agents when quality audit deficiencies are found;
- Perform root cause analysis and solutions for missed technical performance targets;
- Create training materials and facilitate training sessions to communicate quality audit criteria and expectations;
- Prepare daily, weekly and monthly reports to communicate audit and technical performance results internally to management and externally to customers;
- Monitor key technical performance metrics as stated in the Statement of Work, Metrics and Quality plans;
- Create, update and implement Standard Operating Procedures for conducting quality audits and recommend process improvements as needed;
- Perform weekly/monthly evaluations of agent responses to ensure acceptable service standards are met;
- Utilize quality assurance data to analyze and identify gaps in essential customer service skills, troubleshooting skills or process knowledge;
- Assist with creating and maintenance of data collection tools for tracking and reporting quality and technical performance metrics;
- Responsible for meeting internal audit and calibration deliverables.
Requirements:
- Strong oral and written communication skills;
- Strong organizational and problem-solving skills with attention to detail;
- Ability to work independently, multi-task and prioritize effectively;
- Dependable, flexible, and adaptable to new ACA initiatives and changing client needs;
- Proficient with Microsoft Office applications, Adobe Acrobat, and the Internet;
- Ability to work well in a fast-paced, small-team environment;
- Ability to establish and maintain effective working relationships with colleagues and clients;
- Dedicated to upholding ACA’s high quality standards and customer service focus;
- Available for client work and/or travel Monday through Friday on a general basis, including occasional nights and weekends;
- Bachelor’s Degree required – major or concentration in business, accounting, finance, or economics preferred;
- Deadline and closure oriented;
- Self-driven;
- Strong analytical, organizational and project management skills;
- Strong persuasion, facilitation and influencing skills;
- Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.