Analyst, Contact Center - Quality Insights

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• This job is a member of the Global Reservations Team within the Customer Experience Division.

• Responsible for identifying opportunities to improve operations and customer experience by leveraging new agent and customer facing technology. Support project team(s) through all phases of Reservations projects related to technology in the contact centers (e.g. IVR, Call Recording, Performance Management, Workforce Management, business intelligence tools), including requirements definition, business case development, planning, implementation and post implementation analysis.

What you'll do

• Coordinates with various business departments to receive and validate key model assumptions

• Ability to back and justify assumptions to assist in moving project from planning to approval

• Partners with IT and the business to communicate needs, business goals and requirements, and timelines to drive projects to completion

• Identifies barriers/ solutions requiring management intervention

• Monitors industry technology developments

• Defines, creates, and owns a backlog of user stories, including release backlog management.

• Works closely with IT to define requirements and resolve issues using Agile methodologies while ensuring business objectives are being achieved

• Works with other business units to translate their requirements and needs into applications

• Works with external vendors, as required, to ensure 3rd party development meets business requirements

• Demonstrates ownership and advocacy for assigned products across the entire life cycle and roadmap

• Some travel required

• Performs other duties as required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's Degree in a related field or equivalent experience/training

• 2 years work experience in an analytical role

• Experience in managing projects from discovery to implementation

• Experience in preparing summary presentations for Sr. Management

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Ability to display high levels of initiative and thrive in a fast-paced team environment

• Highly organized

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc.

• Strong analytical skills

• Ability to deliver accurate work in a multiple deadline environment

• Ability to be adaptable and flexible in an evolving environment

• Ability to be logical and pro-active approach to problem solving

• Self-motivated and creative problem solver

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.

• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.

• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.

• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.