
Quality and Process Improvement Specialist
1 day ago
Greetings from our company, We are hiring a Quality Manager for a global Service Desk project. Please find the below job description for your reference.
Job Role:
Quality and Process Improvement Specialist
Hinjewadi, Pune (work from office)
Education Qualification:
Full-time graduation / Post graduation degree in any field.
Experience required:
At least 6 years of experience in Quality and Process Improvement in Service Desk domain. Experience with industry leading ITSM platforms such as Service Now, CISM and proven expertise in replicating key best practices and reporting from these platforms is an added advantage.
Responsibilities include managing overall effectiveness of IT helpdesk through ticket audits and other Quality Interventions. This includes leveraging various Industry leading ITSM platforms to drive enhanced user experience and efficiency of the Quality Team. The ideal candidate will also have experience in diagnosis and implementation of improvement opportunities to solve chronic business challenges focusing on process effectiveness and efficiency. Ability to enhance key Customer and User Experience metrics such as NPS/CSAT by driving focused initiatives is essential.
Key Skills:
- Proven Service desk experience in managing overall effectiveness of IT helpdesk.
- Added advantage if certified on ITIL methodology.
- Experience in leveraging various Industry leading ITSM platforms such as Service Now, CISM.
- Ability to analyze complex data and share key process and business inferences/insights with the leadership team.
- Experience in modernization and digitization initiatives to enhance adoption of digital tools in the Service Desk space.
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