Are you committed to providing impeccable customer service? Do you rise to the challenge of solving a tough problem? Do you love to learn? If so, we want to hear from YOU.
The Home Depot, the world's largest home improvement specialty retailer, values and rewards dedicated, knowledgeable and helpful associates. We offer comprehensive benefits for both full- and part-time positions including medical, dental, 401k, and bonus opportunities. We commit to you that we will work continuously to foster an environment that celebrates diversity, inspires growth, rewards achievement — and empower you to help your customers achieve their goals and realize their vision.
The Home Depot reported sales of $71.3 billion in 2008. We operate over 2,200 retail stores in all 50 states, the District of Columbia, Puerto Rico, U.S. Virgin Islands, Guam, 10 Canadian provinces, Mexico and China. We have also been recognized by FORTUNE magazine as the #1 Most Admired Specialty Retailer and the #13 Most Admired Corporations in America for 2006.
Consider joining the 300,000 orange-blooded associates that are already growing their career at The Home Depot and apply online today.
Job Description:
Sr. Business Analyst – Quality
Company: The Home Depot
Job ID: 62883
Position Title: Sr. Business Analyst – Quality
Working Location: GA - Atlanta
Employment Status: Full-Time
Required Experience: 4+ years
Required Education: Bachelors Degree
Travel Required: 0-25%
Job Description:
POSITION PURPOSE
This position will be responsible for leading all components of end-user training and knowledgebase documentation and administration for HR Services. These components include creating and delivering instructional courses, assessments, and knowledgebase content/design for Home Depot associates. This is accomplished by applying instructional design and adult learning principles and strategies in creating training and learning deliverables. The Sr Analyst will work with Business Solution Teams to translate business requirements into learning requirements. This position will conduct peer reviews of deliverables by team members and will be involved in developing and managing work plans and curriculum maps. This position is also responsible for leading initiatives that ensure the integration of Human Resources and other business initiatives with the appropriate process, tools, metrics and support.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
Conduct current and "to be" process analysis utilizing business and systems expertise
Document business requirements and work with IT and business partners on appropriate design decisions. Participate in appropriate steps shoring solution development lifecycle to ensure functional requirements are met and meetings facilitated with functional SMEs and other key stakeholders
Participate in end-to end implementation planning to include change management, training and support
Facilitates all aspects of individual projects to include work plans, issues and status reports
Prepare, develop or configure programs and processes typically of moderate to high complexity. Participate in and perform appropriate quality assurance testing.
Lead, coach and develop HRIS Business System Analyst and HRIS Specialist as needed to accomplish business goals.
NATURE AND SCOPE
Typically reports to HRIS Manager
No associates report to this role on a permanent basis, but requires the technical leadership of a project work team: may select team members and assess capabilities, provide technical training, provide information necessary to meet work, project or program objectives, evaluate program or project performance.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area.
Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
MINIMUM QUALIFICATIONS
Must be eighteen years of age
Must pass the Drug Test
Must pass the Background Check
Must pass pre-employment tests if applicable
EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a
bachelor's degree program or equivalent degree in a field of study related to the job.
YEARS OF RELEVANT WORK EXPERIENCE - 4
PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
ADDITIONAL QUALIFICATIONS - Knowledge and experience of system design and support
PREFERRED QUALIFICATIONS
Experience with NICE or other call monitoring applications
Leads a team of 7 Quality Analysts who monitor calls and audit transactions
Tracks Quality Analyst results to ensure accuracy and consistency
Leads call monitoring calibration sessions with Supervisors
Provides administration for the NICE call monitoring application
Creates and analyzes quality reports
Provides feedback to employees on their performance metrics to encourage performance improvement.
Analyzes call statistics to ensure performance and quality standards are met.
Development and deployment of instructor guides, participant guides, self-paced courses, online assessments, job aids and instructional strategies to best accomplish learning objectives for the Quality Team
Coaches employees in resolving day-to-day issues and problems, provides technical leadership, and answers questions accurately and professionally.
Trains new employees to ensure professionalism and performance and quality standards are met.
Responsible for motivating employees to meet performance and quality standards both individually and as a team.
Experience gathering detail requirements from business users for approved knowledgebase projects and small enhancements to existing projects using detailed analysis techniques
Coordinating with internal and external subject matter experts to obtain required job and task information
Ability to succinctly identify business requirements and document design
Ability to communicate to a wide variety of audiences, both business and technical
Excellent written and verbal communication skills
Solution oriented, creative thinker
Strong decision making
Ability to negotiate and influence others at all levels of the organization
Strong presentation and group facilitation skills
Prior Business Analyst experience with a large organization
Strong focus on Quality data
Strong Project Management and Leadership skills
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES
Project management experience
Solid communications and interpersonal skills; ability to develop effective business relationships and build consensus
Knowledge of HR processes and supporting systems.
Understanding of application development methodology
Sound business judgment, analytical skills and ability to effectively manage issues and risks
Effective consulting and facilitation skills
.
