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IT Operations Management

2 weeks ago

Mumbai, Maharashtra, India Talent Worx Full time ₹ 15,00,000 - ₹ 25,00,000 per year

A Service quality analyst (SQA ) is responsible for improving customer satisfaction through proactive issue identification, ensuring timely resolution of customer complaints, conducting CSAT surveys.

  • Drive quality assurance to deliver consistent and predictable delivery of services through implementation of account quality plans.  
  • Ensure ITIL operational process compliance for the program to deliver the services
  • Own and manage continuous improvement program/themes (Pragati, Leans, SIPs, Process training)
  • Showcase process improvements and present quality parameters to customer on an on-going basis.
  • Drive continual service improvement projects (Lean, Six Sigma) to address key account and customer challenges.
  • Conduct regular Ticket reviews and publish reports with customer and Wipro.
  • Ensure Quality KPI compliance.

Requirements

  • 7-8 Years of experience
  • Working knowledge of ISO 20K, ITIL v4, Siz sigma and Leam concepts (certification preferred)
  • Knowledge of Quality system management and Process management
  • Exposure internal and external audit assessment
  • Very strong written and verbal communication skills
  • Good in client organization senior management interaction skills.
  • Prior experience of working in customer facing roles either in Delivery or Quality , preferably in Infrastructure Services
  • Good analytical and problem-solving skills