About the Role

NAM Payroll Contact Center Jr. Analyst at Johnson & Johnson Global Services, based in OneJnJ – Bogota, Colombia.

Responsibilities

• First point of contact for escalated requests from Johnson & Johnson employees and contractors.
• Identify trends and collaborate with cross‑functional teams to improve service delivery.
• Audit calls, chats, and web case interactions to ensure compliance with protocols and quality standards.
• Provide constructive feedback to agents and support their development.
• Support the Contact Center Operations Analyst and Supervisor as needed.
• Use case management tools to capture, track, and follow up on inquiries, ensuring adherence to SLA standards.
• Assist the team with escalations and case management inquiries, maintaining professional communication.
• Participate in user acceptance testing and update knowledge articles for accuracy.