Service Performance Specialist

1 week ago


Quezon City, National Capital Region, Philippines Reed Elsevier Full time

Job Description

About the Position

Reed Elsevier is seeking a Service Performance Specialist to join our team. The successful candidate will be responsible for creating and analyzing reports that provide insights into service performance.

This role requires strong analytical skills, attention to detail, and expertise in reporting tools to deliver actionable insights that drive continual service improvement.

Duties and Responsibilities
  1. Report Development
  • Develop and maintain periodic reports on service performance metrics.
  • Create dashboards and visualizations to represent data in a clear and actionable format.
  • Ensure consistency and accuracy in data collection and presentation.
Data Interpretation
  • Analyze data to identify trends, anomalies, and areas for improvement.
  • Provide insights and recommendations to improve service delivery and efficiency.
  • Collaborate with stakeholders to understand reporting requirements and translate them into actionable deliverables.
Service Quality Assurance
  • Monitor and report on KPIs, SLAs, and operational performance metrics.
  • Identify and escalate risks or issues impacting service quality.
Stakeholder Engagement
  • Work closely with Service Managers, Process Owners, and other SMO stakeholders to align reporting with organizational goals.
  • Present findings and reports to senior management and other stakeholders.


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