Conduent MQS ERT Support Analyst in Everett, Washington
MQS ERT Support Analyst
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/akirax/flex/www.conduent.com .
The MQS ERT Support Analyst role is responsible for supporting training delivery logistics support and scheduling of training events. The ideal candidates are experienced and knowledgeable operations and administration professionals who provide specific support to the end to end process of scheduling corporate training events. Their focus is on providing training delivery logistics support/reporting/data analytics to client business partners and customers.
The MQS ERT Support Analyst role requires the following behaviors: high-touch relationship building and communication – frequent regular personal interaction necessary to build/maintain relationships; understanding of business programs and needs, quick responsiveness to emergent/customer critical issues – providing in the moment resolution to ensure high levels of customer satisfaction. Frequent interaction with management to address training needs/challenges; immediate collaboration, quick response, research, resolve, follow-up, and communication; certification and site readiness is critical to flow of manufacturing in production environment; many moving parts requires agile coordination and extreme attention to detail.
Perform ongoing monitoring of ERT operating environment and key business measures and objectives. Analyze, plan, and implement learning strategies and solutions. Identify potential issues that impact learners’ performance.
Identify missing pre-requisite data
Calculate ERT Lab Utilization
Re-cert Lab Utilization
Maintain ERT Dashboard
Record No-show/Walk-In data
Update and maintain Re-cert Lab Customer Survey Audit Request List – student requirements
Request List Exceptions
Daily oversight of the ERT training area’s and labs
Represent LTD to customer contacts
Create and maintain Telemedia (TPC) training accounts
Coordinate curriculum and update changes
Maintain the instructor matrix
Monitor cross-training of instructors (new and existing)
“Buy-Off” Instructors for cross-training completions
Support emergent training needs
Represent the ERT team at key meetings
Verify Instructor teach qualification in My Learning
Monitor/document Student progress
Assist in computing issues, materials and employee concerns as needed
Proctor student written and e-tests
Respond to dissatisfied/disruptive employee/students
Submit course update requests to Joint Programs Curriculum Owner
Required Education, Skills and Experience
Expertise in Excel –or more years related work experience in an analyst role
Knowledge and experience with Microsoft Office
Experience providing data analytics
Problem solving, communications – solid verbal/written skills, customer service skills
Knowledge of LMS (MyLearning) functionality
Desired Education, Skills and Experience
Ability to work independently with little direction
Relationship Management – build and maintain strong partner relationships
Business Requirements – gather, understand, translate, and validate business requirements
Ability to prepare weekly metric/data reporting in Microsoft Excel and create graphics/visuals of data in PowerPoint for partner/customer meetings
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .
Primary Location United States-Washington-Everett
Organization Consumer and Industrials
Unposting Date Ongoing
Req ID: 18016304