Senior Analyst, Channel Engagement  

Job Title:                                        Senior Analyst, Channel Engagement   

Reports To:                                   Senior Operations Manager, China

Location:                                       China

Department:                                Channel Management  

SUMMARY

Provide key support to the test delivery project manager by effectively managing and providing a point of escalation to an assigned portfolio of test delivery points across the region.  Ensure there is adequate staff hired and trained across delivery points.  Provide coaching and training to staff in testing locations and make recommendations to improve performance at the test delivery points.    Conduct proactive analysis of available data to identify areas of underperformance for intervention and implementing best practices.  Instigate and manage remediation plans as required using several methods, including remotely and in person to conduct site audits, hiring activities and in-person training, including short-notice travel.

DUTIES & RESPONSIBILITIES

• Work closely with the test delivery project manager to drive test delivery improvements throughout the assigned territory and assigned project.
• Work proactively to better manage the test center capacity to meet client requirement as assigned.
• Work cross-functionally to meet test center servicing needs and ensure high levels of candidate satisfaction.
• Eliminate the re-incidence of operational issues by identifying trends, developing corrective action plans, and executing those plans through to measured improvement in performance.
• Work cross-functionally to ensure a smooth opening of new test locations including recruiting partner, operational readiness, and effective communications across the business.
• Provide coaching and assistance as required to center staff in testing locations involved in projects you are assigned.
• Communicate to test delivery points and internally to the test delivery project manager progress of assigned portfolio and articulate any challenges.
• Escalate in a timely manner any challenges that directly impact test delivery, or the candidates experience at a test delivery point.
• Take on projects as assigned to support the improvement or implementation of a new service or client.
• Work in a team-based environment promoting a service excellence culture.
• Perform other duties as assigned.

QUALIFICATIONS & EXPERIENCE

• 3+ years’ experience with Graduate / Post Graduate degree.
• 2+ years proven record of testing service industry in effectively managing delivery partners including recruiting, training, and performance improving.
• Must have proven presentation skills with the ability to deliver information to a variety of audiences.
• Good English communication skills is much preferred.
• Ability to demonstrate cultural awareness to function as a part of a global team.
• Good conflict resolution skills and respect for others.
• Works well under pressure in a fast-paced environment.
• Good interpersonal and communication skills in-person, over telephone, email, and other platforms
• Self-starter and independent worker.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, and Outlook).