Quality Process Excellence Lead

2 days ago


Bengaluru, Karnataka, India beBeeProcess Full time ₹ 1,20,00,000 - ₹ 1,60,00,000

Job Title: Quality Process Excellence Lead

Job Summary:

We are seeking an experienced Quality Process Excellence Lead to join our Service Desk project in Bengaluru. The ideal candidate will have a strong background in quality and process improvement, with a minimum of 6 years of experience in the Service Desk domain.

Key Responsibilities:

  • Develop and implement strategic plans to enhance IT helpdesk effectiveness through ticket audits and other quality interventions.
  • Leverage industry-leading ITSM platforms such as Service Now, CISM to replicate key best practices and reporting.
  • Analyze complex data to identify areas for improvement and drive focused initiatives to solve chronic business challenges.
  • Enhance customer and user experience metrics by driving key projects and initiatives.
  • Collaborate with the Work Force Management (WFM) team to optimize processes and support effort estimation and planning.
  • Work closely with the Training Team to drive knowledge management initiatives and close-loop implementation of training needs analysis.

Requirements:

  • A minimum of 6 years of experience in quality and process improvement in the Service Desk domain.
  • Proven experience in managing overall IT helpdesk effectiveness through ticket audits and other quality interventions.
  • Additive 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 drive improvements.


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