Operational Excellence Analyst (Portuguese or German Speaking)

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players and for ourselves.

The role in a nutshell:

The Operational Excellent Analyst will be part of our exciting team undertaking customer contact reviews on brands across the business to drive operational excellence in all areas, using the customer sentiment tool, Medallia.

We are looking for company experts, who have outstanding knowledge of all aspects of the business and our current processes and procedures.

What you'll be doing:

• Through the data received from Medallia, review contact dependent on customer sentiment scoring
• Unbiased reporting and reviewing of this data, producing deliverable action points
• Beginning to end journey assessment for both agents and customers to identify improvements from the data produced by Medallia
• Delivery of findings with recommendations
• Identifying skills, processes and procedural gaps
• Tracking of changes made to help evaluate their success
• Collaborating with the team to create action points
• Working closely with other departments
• Daily reporting

What we need from you:

• Business-level German or Portuguese language skills
• Ability to adapt to changing priorities and to thrive in a fast-paced work environment
• Desire to drive Operational Excellence
• Excellent Knowledge in MS Office, Power Point and MS Excel in particular
• The ability to interpret large data sets - with a keen eye for detail to pick up on any trends, drawing insight from data to inform tactical improvement opportunities
• The ability to effectively communicate any findings in analysis during regular feedback loops
• Proficient at constructing compelling outputs using a variety of data driven concepts
• Strong ability to organise yourself and think outside the box
• Logical thinker who can define and develop insight solutions which can credibly inform stakeholders
• An excellent communicator both within team and upwards to various colleagues across the business
• Organised and proactive, able to prioritise workload
• Problem solver
• A good track record of high QA scores
• A drive for results
• Sports/ sports betting and online gaming knowledge would also be advantageous