Quality Improvement Analyst
il y a 2 semaines
**Missie**
Luminus heeft als ambitie de nr. 1 te worden op vlak van klantgerichtheid binnen de sector. CXC is het department dat in direct contact staat met onze klanten. Onze visie is:
- Focus on an _**_end-to-end_**_ approach to deliver _**_value_**_ in _**_all energy solutions _**_thanks to _**_multi-skilled_**_ _**_employees_**_ who act from a _**_customer point of view _**
**_Avoid contact transfers and repeated traffic by increasing care efficiency and First Contact Resolution_**
- Drive transformation to offer a _**_pro-active, digital, segmented & personalized_**_ customer experience_
Als Quality Improvement Analyst ben je verantwoordelijk om de Second Line teams te ondersteunen om deze ambitie waar te maken. Het doel is om continu de resultaten van de afdeling te optimaliseren. Hiervoor zal je dagelijks de kwaliteit van de interne en externe workflow monitoren, de inflow reduceren en de outflow maximaliseren door verbeteringsinitiatieven van de processen en procedures te initiëren en mee op te volgen.
**Takenlijst**
**Verbinding tussen strategie en operationele activiteiten**
- Je bent goed op de hoogte van de strategie van EDFL en van het CXC management en identificeert en prioretiseert van daaruit de mogelijke optimalisatie initiatieven in de verschillende operationele teams.
**Analyseren van inflow en outflow**
- Je bent verantwoordelijk voor de inhoudelijke analyse van de inflow naar back-office en het optimaliseren ervan. Hiervoor bepaal je o.a. KPI’s om te inflow te meten en te beheren, zowel op vlak van volumes als kwaliteit van de inflow. Met andere woorden: je controleert of de juiste zaken doorvloeien naar de back-office en in de verwachte volumes.
- Je bent verantwoordelijk voor het analyseren en verbeteren van de interne werking (best practices, werkinstructies, spoken care, written care) met als doel de efficiëntie en kwaliteit van de back office activiteiten te verbeteren. Dit zowel op team
- als op individueel niveau.
**Adviezen voor continue verbetering**
- Je lanceert verbeteringsvoorstellen en volgt de uitvoering en evolutie mee op, samen met de team manager en de vertegenwoordigers van betreffende teams/departementen (o.a. Quality-, WFM-, Knowledge
- en COI-team).
- Op basis van kwaliteitsanalyses adviseer je de team managers rond interne coachings en performance van de back-office medewerkers.
**Stakeholder management**
- Vanuit je rol heb je een breed netwerk over het CXC departement, waarbij je zowel ondersteuning biedt aan de operationele Sr managers en team managers als aan WFM.
- Je onderhoudt ook zeer goede relaties met de 1st line quality community en de CE & knowledge community, alsook met de key users in de verschillende teams.
- Je hebt een zicht op initiatieven genomen in andere departementen (voornamelijk billing & collections en B2B operations) met mogelijke impacten op de operationele werking van de CXC back-office.
- Master of gelijkwaardig door ervaring
- Bewezen ervaring in een vergelijkbare functie (min 5 jaar) in een Customer Service omgeving
- Kennis van de energiemarkt en haar processen is een plus
- Project management skills
- Kennis van MS Office
- Talen: Een vlotte kennis van het Nederlands en/of Frans, basiskennis Engels en bereid bij te leren.
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