Analyst, Global Analytic (TCF)

Key Responsibilities

• L1 Triage (SFDC Cases):
• Intake and categorize cases based on geography, vertical, revenue, hierarchy, and Tier-2 classification.
• Perform first-pass fixes in staging environments when permitted.
• Route cases to the on-shore queue with supporting evidence when necessary.
• L1 Batch Quality Updates:
• Receive and analyze error files (diffs/exception reports).
• Research account discrepancies using trusted sources (e.g., D&B, open internet).
• Provide corrected batch update files in CSV format with fields including:
• Proposed_Correction
• Source
• Confidence
• Evidence_URL
• Reason_Code
• Weekly Operations Reporting:
• Track and report on volume, SLA adherence, correction acceptance rates, rework percentages, defect types, and SOP compliance.
  

Required Skills & Qualifications

• Strong analytical and research skills.
• Familiarity with Salesforce (SFDC) case management.
• Proficiency in Excel and CSV file handling.
• Experience with data quality tools and internet-based research.
• Ability to follow structured SOPs and maintain high accuracy.
  

Preferred Qualifications

• Experience with D&B or similar business data platforms.
• Prior experience in L1 support or data operations roles.
• Understanding of data hierarchies and revenue segmentation.