What are the responsibilities and job description for the Training Performance Optimization Analyst III position at Dish?
Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities
The Training Performance Optimization Analyst II plays a crucial role in analyzing employee training performance and quality assurance data to generate actionable insights that drive continuous improvement within the Training and Quality department. This individual will leverage data visualization and storytelling techniques to communicate key findings and recommendations to stakeholders, effectively evaluating the effectiveness of training programs and processes for new hire onboarding, role conversion, uptraining, and targeted curricula. Furthermore, the analyst will develop data-driven resources and analyzes to identify trends, measure impact, and inform decision-making, while also supporting business partners with ad hoc data requests and analyses.
Key Responsibilities :
- Develop and maintain ad hoc and recurring reports on training and quality effectiveness and its impact on agent performance
- Provide data-driven recommendations to optimize training and quality programs and enhance agent performance
- Collaborate with CXO training creation teams to enhance curriculum based on data-driven insights.
- Collaborate with CXO quality assurance teams to support performance measurement for individual contributors
- Use SQL, Google Apps Script, and Tableau to transform raw data into compelling visualizations and dashboards
- Create cohesive and digestible data stories to communicate key findings effectively
- Contribute to defining, documenting, and maintaining standardized processes
Skills, Experience and Requirements
The ideal candidate is a highly motivated and skilled analyst professional passionate about driving exceptional training and quality experience through data-driven stories and insights. This individual will have a strong analytical and problem-solving passion. They thrive in a collaborative environment, contributing to team goals. A commitment to continuous improvement is essential, demonstrated through actively seeking feedback, pursuing development opportunities, and taking the initiative to enhance processes. The successful candidate will excel at delivering high-quality work, managing multiple tasks efficiently, and prioritizing business needs while embodying the DISH Way values of ownership, accountability, and long-term thinking.
Education and Experience :
Skills and Qualifications :
Visa sponsorship not available for this role
Salary Ranges
Compensation : $63,150.00 / Year - $90,000.00 / Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here : DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
Salary : $63,150 - $90,000
