Lead Quality Analyst
2 weeks ago
Duties & Responsibilities
FunctionsESSENTIAL (9 pt, All Caps)§ESTABLISH, MONITOR, CONTROL QUALITY PARAMETERS RELATED WITH SUPPORT OPERATIONS§Enhance IT operations through transactional level quality inspections like call audits, email audits, ticket level audits (incidents & service requests)§provide feedback & coach support staff to improve quality standards§report on quantity & impact of issues while identifying repetitive issues§Work on improving existing processes and create new ones based on defects & ensure compliance§Prepare and publish quality (& related) reports§Improve existing training content for new hires and perform TNA (Training Need Analysis) for existing staff§Prepare & publish performance, SLA & TNA reports.§Organize & lead management meetings with action oriented approach§Promote best practicesNON-ESSENTIAL§Should be open to travel as per business needsSupervisory Responsibilities§This position has NO supervisory responsibilitiesReporting Relationship§Reports to GSC Manager§Works closely with other managers, operations & support staff
Qualifications
REQUIRED§Bachelor’s degree, preferably in computer science, or equivalent education and experience§5-7 years work experience with 3 years of experience as a quality analyst preferably in a telecom / global support organization§Fluent in English with excellent communication skills§Able to work independentlyDESIRED§Microsoft, Cisco, ITIL & Quality certifications§Experience of working with US based customers or knowledge of US culture is preferred§Knowledge about call monitoring proceduresKnowledge, Skills, Abilities, and Other Characteristics§Application of standard quality concepts in data mining & defect identification§Report Management: Prepare, publish & maintain SLA, Quality & other reports§Standardization of trainings & processes§Knowledge of monitoring tools, networking concepts, servers & data center operations§Teamwork & Interpersonal skills§Analytical, problem solving & decision making skills§Organizing & planning skills§Promote a positive work environment and world class customer support§Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time§Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan§Initiative: Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed
Closing Statement
Working ConditionsThis position is considered OFFICE WORK which is characterized as follows.§Almost exclusively indoors during the day and occasionally at night§Occasional exposure to airborne dust in the work place§Work surface is stable (flat)Physical Activity/RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This position is considered
LIGHT
work.
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