Sr. Analyst, Quality Control, Customer Experience

Recruiter: Alma Martinez

Sites: Querétaro & Las Fuentes
This position reports to: Salvador Huerta

Summary:
The person responsible for Quality Control must have advanced knowledge in mechanisms for the design, implementation, measurement, and management of outcomes of quality processes applicable in Processes and Customer Services, for internal or external users. As well as knowledge of the transactional operational processes within the GBS: both Distributor service and internal.
Experience in feedback (face to face sessions) and continuous improvement sessions with operation’s teams, as well as experience in using Scorecard and audit methodologies.
It has technical skills that allow it to use technology to select processes to evaluate, avoiding time-consuming manual monitoring or auditing processes.

HOW YOU WOULD CONTRIBUTE:
(Responsibilities and tasks associated with the job) 
•   Ensure that the service strategy is executed.
•   Ensure the execution of the processes, aligned and following the quality standards in the services offered by the GBS.
•   Generate a cycle of continuous improvement.
•   Facilitate the creation of standards and goals for measuring the service offered or process.
•   Generate insights that allow the standardization of processes within the GBS.

WHAT’S SPECIAL ABOUT THE TEAM: 
Customer Experience is a team specialized in quality control methodologies, generation of satisfaction indicators applying statistical methods. With extensive experience and knowledge of the business, high mastery of the sales and marketing plan, as well as the 100 main contact processes of our Distributors at the GBS Mexico level.
In a team made up of members with an average tenure of more than 5 years at Herbalife.

SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL: (List requirements, including education and experience needed for the job) 

•   Advanced english level 

•   Strong customer and results orientation     
•   Data Analysis & Interpretation .
•   Experience in the use of Herbalife systems: GENESYS, HCM, HDMS, Salesforce.
•   Excellent written & verbal communication skills and simplify information.
•   Ability to effectively manage confidential/highly sensitive information.
•   Execute action plans effectively according to deadlines.

•   Desirable: Power BI, MS Forms, MS Power Apps.

Education
•   Bachelor’s degree (Business, Engineering, Systems Engineering, Technology or equivalent) – In Progress or Completed – (Desirable)