Conduent MQS ERT Support Analyst in Everett, Washington

MQS ERT Support Analyst

Description

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.

Job Summary

Key Responsibilities:

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

  • Competencies

  • 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 .

Job Training

Primary Location United States-Washington-Everett

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18016304