The Reporting & Analysis Specialist is responsible for producing and managing various reports for Meta as outlined in the Statement of Work (SOW). This role involves generating weekly and monthly reports, managing data quality, and ensuring timely and accurate delivery of insights to Meta. The Specialist will work closely with Meta and other vendors to monitor performance, identify issues, and provide actionable insights.
Roles & Responsibilities:
Key Responsibilities:
- Reporting:
- Weekly Reports:
- Produce and deliver operational reports including:
- Quality Audit Completion Rate
- Quality Audit Timeliness
- Number of Total Disputes
- Number of Valid Disputes
- Highlights and Lowlights
- Impact & Quantification
- Score Trends
- Study Reports
- Process Gap Analysis
- Audit Coverage
- Attribute Analysis
- ATA (Audit the Auditor)
- Monthly Reports:
- Provide reports by the 3rd business day of each calendar month, including:
- Quality Audit Completion Rate
- Quality Audit Timeliness
- ATA & Agent Audit Coverage
- Number of Total and Valid Disputes
- Calibration Variance
- On-time Reporting
- Reporting Accuracy
- Quality Insights:
- Deliver insights including:
- Quality Score per Program
- Quality Score per Call Center
- Quality Score per Quality Questions/Attribute Level
- Insights per Critical Component (Business/Customer/Compliance Critical)
- Overall Quality Trends, Learnings, and Proposed Actions
- Quality Score Drivers, Impact, and Gap Analysis
- Other Reports:
- Provide additional reports as needed including:
- Quartile Management Reporting (monthly)
- Headcount Fulfillment (weekly)
- Gaming Report (identifying and correcting gaming behavior)
- Data Management:
- Ensure all reports are aggregated and anonymized before sharing with Meta.
- Immediately notify Meta of any disruptions to data sources that impact report generation.
- Collaboration and Governance:
- Collaborate with Meta and other stakeholders to align on report formats and agendas.
- Follow the agreed cadence for reporting as outlined:
- QA Report: Weekly, Mid-monthly, and Monthly
- MQR Deck: Monthly
- Vendor Team Listing: Monthly
- New Hire Listing: Ad-hoc
- Dispute Tracker: Weekly
- Vendor Attendance Sheet: Monthly
- Quality Assurance:
- Monitor and ensure adherence to the Quality Service Level Agreement (SLA).
- Provide regular updates and reports on quality metrics and service performance.
QAAS(Advisory Services)