Quality Analyst L12

3 days ago

Mumbai, Maharashtra, India Brennan IT Full time US$ 80,000 - US$ 1,20,000 per year

Brennan. Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It's a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan

True performance for our customers starts with a true belief in our people.

It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

  • Training and certification bonuses.
  • Culture Awards that recognise excellence.
  • Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors.
  • Vibrant, fun social activities.

The Role

To drive client and business Service Experience and efficiency outcomes via quality audits, analysis of NPS feedback while also identifying areas for efficiency improvements within the business. To evaluate and implement the quality assurance standards and to support Brennan Voice and Data clients, Brennan IT engineers and staff. Will be responsible to create and analyse quality and efficiency reporting to support business needs and initiatives. Drive continual service improvements with focus to improve the Efficiency and Excellence of Service Delivery as measured by financial efficiency and Client Satisfaction targets

Key Responsibility

  • Continual Improvement [30%] Jeopardy management of actions identified via NPS/CSI/Audits/Efficiency
  • Business Improvement Initiatives [20%] Drive Improvement Initiatives aligned to Department/ Organization goals
  • Assigned Proactive Initiatives [20%] Perform to desired quality/outcomes on assigned and pro-active initiatives in defined timeframes
  • Client Satisfaction [15%] Transactional NPS Target(as per company standards)
  • Insights on Quality [15%] Real time analysis providing ability to Identify Quality issues

Essential Skiils

  • Good listening and analytical and research skills.
  • Intermediate level of knowledge/expertise with software (Microsoft – Word, Excel, PowerPoint, Visio). Drive development of Brennan policies, standards, processes, and procedures,
  • Strong focus approach & Intermediate analytical Skills
  • To work within and across team
  • Knowledge of Quality and Lean Tools
  • Good verbal and written communication skills
  • Capable of managing, assisting the team.
  • Ability to coordinate and multi-task effectively
  • Good verbal and written communication skills
  • Willing to work in shifts
  • Knowledge of ITL concepts, lean, Six sigma, quality tool
  • Working knowledge Transactional Quality audits (Tickets, Calls)
  • ITIL V4.0 foundation certificate

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