The ideal candidate will have a keen eye for detail, strong analytical skills, have the ability to see the big picture, identify trends found in data coming from multiple sources, be forward leaning, have a passion for continuous improvement, be flexible, and have strong communication and presentation skills. You will work with the team to make adjustments, when the analysis reveals shortcomings, to the training of agents and developing any learning aids to assist the workforce and improve their customer service and meet set metric goals.