Lead Quality Analyst
3 weeks ago
Position Summary
Purpose
Lead Quality Analyst is expected to establish, monitor, control & report quality parameters with an overall objective to improve the support services being provided by multi-function IT operations, thereby improving the end user experience. This role also ensures that all operational reports (including SLA & performance reports) are complete, accurate and published on time.
Duties & Responsibilities
Functions
ESSENTIAL (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 practices
NON-ESSENTIAL
§Should be open to travel as per business needs
Supervisory Responsibilities
§This position has NO supervisory responsibilities
Reporting 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 independently
DESIRED
§Microsoft, Cisco, ITIL & Quality certifications
§Experience of working with US based customers or knowledge of US culture is preferred
§Knowledge about call monitoring procedures
Knowledge, 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 Conditions
This 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/Requirements
The 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.
-
Lead Quality Analyst
1 week ago
Chandigarh, Chandigarh, India Oceaneering Full timePosition SummaryPurposeLead Quality Analyst is expected to establish, monitor, control & report quality parameters with an overall objective to improve the support services being provided by multi-function IT operations, thereby improving the end user experience. This role also ensures that all operational reports (including SLA & performance reports) are...
-
Lead Quality Analyst
2 months ago
chandigarh, India Oceaneering Full timePosition Summary Purpose Lead Quality Analyst is expected to establish, monitor, control & report quality parameters with an overall objective to improve the support services being provided by multi-function IT operations, thereby improving the end user experience. This role also ensures that all operational reports (including SLA & performance...
-
Lead Quality Analyst
3 weeks ago
chandigarh, India Oceaneering Full timePosition Summary Purpose Lead Quality Analyst is expected to establish, monitor, control & report quality parameters with an overall objective to improve the support services being provided by multi-function IT operations, thereby improving the end user experience. This role also ensures that all operational reports (including SLA & performance...
-
Lead Quality Analyst
1 month ago
Chandigarh, Chandigarh, India Oceaneering International Full timeCompany Profile Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore...
-
Lead Quality Analyst
3 weeks ago
Chandigarh, Chandigarh, India Oceaneering International Full timeCompany Profile Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore...
-
Lead Quality Analyst
1 month ago
Chandigarh, India Oceaneering International Full timeCompany Profile Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs....
-
Lead Quality Analyst
3 weeks ago
Chandigarh, India Oceaneering International Full timeCompany Profile Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs....
-
QA Analyst I
2 months ago
chandigarh, India Gallagher Full timeAbout Us We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. We’d be thrilled to receive applications from exceptional individuals like yourself. Gallagher, a global industry leader in insurance, risk management, and consulting...
-
QA Analyst I
1 week ago
Chandigarh, Chandigarh, India Gallagher Full timeAbout Us We believe that every candidate brings something special to the table, including you So, even if you feel that you're close but not an exact match, we encourage you to apply. We'd be thrilled to receive applications from exceptional individuals like yourself. Gallagher, a global industry leader in insurance, risk management, and consulting services,...
-
Operations Support Analyst
1 week ago
chandigarh, India Gallagher Full timeOverview The Operations Support Analyst will be responsible for providing support to the Buck Global Operations team, and the support staff. This position will have high visibility and requires a high degree of accuracy and great communication skills to balance the needs of the business. This role is essential for linking the business leadership,...
-
Operations Support Analyst
2 months ago
Chandigarh, India Gallagher Full timeOverview The Operations Support Analyst will be responsible for providing support to the Buck Global Operations team, and the support staff. This position will have high visibility and requires a high degree of accuracy and great communication skills to balance the needs of the business. This role is essential for linking the business leadership, finance,...
-
Operations Support Analyst
3 weeks ago
Chandigarh, India Gallagher Full timeOverview The Operations Support Analyst will be responsible for providing support to the Buck Global Operations team, and the support staff. This position will have high visibility and requires a high degree of accuracy and great communication skills to balance the needs of the business. This role is essential for linking the business leadership, finance,...
-
Operations Support Analyst
2 days ago
chandigarh, India Gallagher Full timeOverview The Operations Support Analyst will be responsible for providing support to the Buck Global Operations team, and the support staff. This position will have high visibility and requires a high degree of accuracy and great communication skills to balance the needs of the business. This role is essential for linking the business leadership,...
-
Operations Support Analyst
1 week ago
Chandigarh, India Gallagher Full timeOverview The Operations Support Analyst will be responsible for providing support to the Buck Global Operations team, and the support staff. This position will have high visibility and requires a high degree of accuracy and great communication skills to balance the needs of the business. This role is essential for linking the business leadership, finance,...
-
Associate Business Analyst
1 week ago
Chandigarh, Chandigarh, India Gallagher Full timeOverviewWorking closely with clients and colleagues, the Associate Business Analyst Defined Benefit plays a vital role in configuring and implementing business and functional system requirements to ensure the Defined Benefit system implementation meets established quality standards, reliability, usability, and performance.The role includes ensuring the...
-
Senior Engineering Analyst
2 weeks ago
Chandigarh, India Oceaneering Full timePosition SummaryPurposeLead assignments within design by analysis function. Supervise entry level Engineering analysts.Duties & ResponsibilitiesFunctionsESSENTIAL (9 pt, All Caps)Understand business needs and devise engineering solutions using analysis expertise to support bid, execution or failure and remediation studies.Define scope of work, plan, allocate...
-
Senior Engineering Analyst
1 week ago
Chandigarh, Chandigarh, India Oceaneering Full timePosition SummaryPurposeLead assignments within design by analysis function. Supervise entry level Engineering analysts.Duties & ResponsibilitiesFunctionsESSENTIAL (9 pt, All Caps)Understand business needs and devise engineering solutions using analysis expertise to support bid, execution or failure and remediation studies.Define scope of work, plan, allocate...
-
Associate Business Analyst
3 weeks ago
Chandigarh, India Gallagher Full timeOverviewWorking closely with clients and colleagues, the Associate Business Analyst Defined Benefit plays a key role in configuration and implementation of business and functional system requirements to ensure the Defined Benefit system implementation is accomplished as per the established standards of quality as well as reliability, usability and...
-
Associate Business Analyst
3 weeks ago
chandigarh, India Gallagher Full timeOverview Working closely with clients and colleagues, the Associate Business Analyst Defined Benefit plays a key role in configuration and implementation of business and functional system requirements to ensure the Defined Benefit system implementation is accomplished as per the established standards of quality as well as reliability, usability and...
-
Associate Business Analyst
3 weeks ago
Chandigarh, India Gallagher Full timeOverview Working closely with clients and colleagues, the Associate Business Analyst Defined Benefit plays a key role in configuration and implementation of business and functional system requirements to ensure the Defined Benefit system implementation is accomplished as per the established standards of quality as well as reliability, usability and...
