JOB SUMMARY

Primary responsibilities of the Business Intelligence Intern include assistance with implementation and updating of the project’s Quality Assurance and Continuous Improvement Plans. The Business Intelligence Intern will help monitor and assess the project team’s performance against Key Performance Indicators (KPIs) and will support reporting and documentation of results. The intern will assist with agenda, notes and action items for regular quality and continuous improvement meetings and will help develop and update quality guidelines.

DUTIES AND RESPONSIBILITIES include some or all of the following. Manager may assign other duties as needed.

• Supports development and analysis of calibration exercises

• Analyzes call trends, standard operating procedures and their effect on quality and continuous improvement

• Supports quality leadership as they continually improve standard operating processes and quality assurance procedures

• Responsible for assisting to update quality and continuous improvement plans and procedures

• Documents suggestions for process improvement to foster exceptional customer experience

• Assists with the creation and updating of procedure/training manuals

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent verbal and written communication skills

• Excellent attendance and punctuality

• Possess strong interpersonal skills and have compassion and empathy for customer situations

• Be energetic, self-motivated, and quick-thinking

• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment

• Ability to read and comprehend normal instructions, correspondence, and memos

• customers, clients, and other employees of the organization

• Ability to apply common sense understanding to carry out detailed written or oral instructions

• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 5:00 p.m. Monday to Friday

• Ability to achieve and maintain departmental performance standards

PHYSICAL DEMANDS

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

• Ability to adhere to attendance requirements

• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

• Must be able to lift, carry, walk and stand

• Vision for reading, recording and interpreting information

• Frequent speech communication, hearing and listening to maintain communication

• Daily use of computer and keyboard, standard office equipment and telephone

• Ability to access, input, and retrieve information from the computer

• Frequent hand/eye coordination to operate computer keyboard and office equipment

• Noise level in the work environment is quiet to moderate

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibility.

EDUCATION AND/OR EXPERIENCE

• Enrolled in accredited Graduate Degreeprogram

• Bilingual Spanish is a plus

• Bilingual Cantonese or Mandarin is a plus

Compensation:

Expected Salary (all locations): $19.20 - $30.00

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.