Performance Improvement Analyst at CloudFactory

Job Overview:

With over 6000 CloudWorkers and 200 Clients, Delivery is one of the high-paced, growing functions in CloudFactory. We’re a team of 200+ core team members who are serving both Cloud Team and the clients towards our mission of 1M+ meaningful jobs.

We are looking for a Performance Improvement Analyst with excellent analytical and communication skills to directly contribute towards the growth of the Delivery organization by assisting with related analysis and process improvement of our programmes of work within Delivery during all workforce engagement stages, including training, screening, on-going performance tracking, quality assurance of deliverables and retrospectives.

The Performance Improvement Analyst will be responsible for improving Delivery’s project workflow to optimize performance management on the ground to deliver our programs and services on a day-to-day basis, as well as supporting the reporting and analysis needs for the department. You will be scrutinizing raw data & information using various data analysis tools and techniques to derive meaningful insights, facts, and trends that will work as a crucial supplement in decision making. You will learn to be an expert in our business/products/use cases and be able to provide recommendations when it comes to the best practices in driving performance in terms of throughput, quality, and efficiency to scale. You also love knowledge sharing and enabling others to do what you can do - we’re looking beyond a person to get the things done, but someone who is enthusiastic about sharing thought processes and knowledge, and thrives to upskill other members in the broader Delivery organization.

Due to the nature of the diverse geographical distribution of our internal clients and also depending on your location, this might not be a regular 9-5 job. While working long hours is not expected, flexibility to cater meetings for participants in various time zones is required.
 

The Performance Improvement Analyst reports to the Senior Manager of Quality and Performance.

Responsibilities:

• Maintaining a good understanding of the Delivery team’s business processes and work tools
• Supporting & enabling the Delivery team members in a full project life cycle to carry out best practices for optimized performance in metric-based approaches from training, screening, progress tracking, performance management to quality assurance of deliverables
• Gathering and maintaining business-relevant data, compiling data into a digestible planogram, and ensuring all data is accurate and properly organized. This includes cleaning data to remove duplicates, bad values, misspelled data, ensuring the consistent format, and filling in missing values - while not all these tasks are assigned to you to complete, you need to be able to create a comprehensive and efficient process for the users to self-serve
• Conducting training sessions and tip sharing to achieve internal alignments on processes & best practices, as well as to enhance the overall analytical skills of the Delivery organization
• Conducting interviews or surveys to collect data and turn the data into insights using charts, graphs, and exhibits
• Preparing various kinds of reports for internal and external audiences using business analytics reporting tools to enable the team or external stakeholders to manipulate, analyze and interpret complex data sets

Requirements

Qualifications/Experience

Essential

• Some professional experience working with complex requirements, coordinating complex cross-functional projects, ideally within a leading startup or scaleup
• Proven background in breaking down complex problems and presenting data-informed solutions
• Track record of hands-on execution of data-driven initiatives to drive improvements and adoption of business processes and best practices
• Bachelor’s degree

Good to have

• 1.5+ years experience in project management territory
• 1.5+ years experience in crowdsourcing/workforce management in AI training data or data processing sector
• Experience in training
• Experience in NLP/Data labeling process improvement
• Experience in functioning in a PMO style setup

Skills/Knowledge

Essential

• Advanced user of Google sheets. Familiar with the use of formulas such as vlookup, index, match, countif(s), sumif(s), sort, if and can quickly train him/herself on more advanced & complex combinations of formulas including but not limited to arrayformula, filter, split, transpose, len, substitute, text, regexextract and query
• Knowledge in SQL
• Knowledge in data modeling
• Superior skills & patience to lead conversations and ask the right questions to gather requirements and understand issues. Ability to deep dive to find root causes and formulate solutions
• Excellent written and verbal communication. You speak clearly and effectively and understand how to articulate your ideas in a visual way.
• Strong organizational & planning skills
• Strong prioritization skills - structured, clear thinker and can break your ideas down into digestible blocks
• Quick learner and when necessary can self educate on complex topics

Good to have

• Proficiency in BI tools such as Power BI, Data Studio, or Mode Analytics
• Knowledge in API
• Knowledge in Regex
• Python or other programming skills

The Fit

• You are logical and analytical. Numbers speak to you.
• You are a highly driven self-starter and have abilities to deal with ambiguity.
• You are a humble person yet brave enough to stand up for the truth.
• You love helping others to succeed.
• You are comfortable with global distributed teams with a remote-first approach