Quality Analyst

Tasks:

As a Quality Analyst, your task will be to improve Quality adoption, measurement, and governance of our client’s Support services & Engines, increase Customer Satisfaction through establishing a definition, framework and Quality Assurance process for TAC (Test Automation Centre), Professional Services and Strategic Services. In this role, you will work with your peers, process, and service owners and across organizational boundaries with CXC (Customer Experience Centers) Engines, TAC, Regions, and the Leadership team to tackle Quality improvement opportunities as well as build, maintain, and grow customer satisfaction and loyalty.

You will be responsible for processing large data and analysing quality improvement opportunities. A successful candidate should have a good presence and sense of ownership in driving quality and be detail oriented while working on Quality control and assurance initiatives with our internal customers. The candidate should be able to discuss technology through the language of business, know when to brief and when to be detailed, and evoke confidence in our solutions and technology to help remove any barriers an internal customer might encounter.

Daily Activities:

Main Functions:

•  Drive Service Quality Adherence & Improvements (run the business Quality Assurance)
• Help ensure the success of new Services & Process adoption and quality. Deliverables include but not limited to      conducting surveys, shadowing & audits (scoring recorded calls, surveys & note compliance)

Quality Control:

• Interact with Quality Analysts to understand needs and evaluation models
• Scrub and audit Information Technology service management (ITSM) tickets, work records or related items for service support
• Understand KPIs and how they relate to business and service delivery functions
• Evaluate Key Performance Indicator (KPIs) and tie them with auditing and scrubbing of ITSM tickets to suggest       improvement areas and interdependencies to tackle
• Present raw data into consumable data to the Quality analysts and CSIs (Continual Service Improvement)
• Participate in ad hoc quality improvement initiatives and quickly adapt to the respective service delivery     functions and responsibilities
• Conduct Mystery shopper sessions and derive corrective actions to provide as inputs to the Quality Analysts and CSIs
• Create foundations of Quality coaching for our internal customers

Soft Skills:

• Data analysis and representation skills (Excel and Power point expertise a big plus)
• Verbal and written communications skills
• Basic understanding of project management
• Ability to understand Customer’s service models & needs and work with CSIs to recommend solutions
• Willing to stretch limits, challenge status quo and take on new challenge
• Ability to pre-empt and coordinate advanced planning & coordination to achieve the project's deliverables
• Ability to multi-task and prioritize customer needs along with ad hoc project tasks
• Interpersonal, analytical, and organizational skills

Technical Requirements:

• 2 to 3 years of Customer Support Experience (Quality Analyst) in a global IT services organization (preferred)
• Solid and proven client management experience
• Knowledge & Experience with ITSM processes
• Knowledge & Experience in Information Technology Infrastructure Library- ITIL (ITIL Foundation a big plus)
• Understanding of Lean Six Sigma methodology (certified yellow belt a big plus)

We offer: 

• Life insurance 
• Private healthcare 
• MultiSport Card 
• Clear career path in a growing multinational organization