**Description** **Contact Centers** Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more. Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward. Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups. Create what’s next with us. Let’s define tomorrow together. **Job overview and responsibilities** The training analyst will have ownership over Contact Center training administration, metrics, measurement, and liaise with key stakeholders systemwide. This position looks at trends and highlights relevant information from reports and survey data to generate insights and recommendations to achieve optimal performance. This role will support all Contact Center training initiatives systemwide. + Work closely with our Workforce Management teams to coordinate the scheduling of training initiatives. + Support administration, documentation, tracking, reporting, and delivery of training programs through the company’s learning management system. + Collect, monitor, and study business data to create custom reports that help control costs, measure training effectiveness, and identify process improvements. + Builds data models and looks for opportunities to continuously improve and automate. + Reporting: Publishes daily, weekly, and monthly reports + Analysis: Brings out data trends and provides insights + Data management: Builds models to maintain historical data + Administrative: Maintains system enrollment and survey creation. **This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.** **Qualifications** **Required** + Bachelor's degree or equivalent work experience + Analytical skills are essential + Excel – Advanced level required + Must have strong organizational skills, with proven ability to multi-task + Collaboration skills are essential: Team player + 1+ years of experience working with data and reporting **Preferred** + Prior contact center experience preferred + Spotfire experience preferred + Knowledge of Qualtrics helpful + Continuous improvement (Six Sigma or similar methodologies) skills desirable + Prior analytical work experience