Associate, Global Service Desk (IT Quality-GSD)

Job Description

Location: Gurgaon (This IJP is open for Gurgaon location employees)

Quality & Process Excellence Team is a part of ‘Global ServiceDesk IT’. We help administer tasks such as Statistical Information Automation, SharePoint Designing, RPA Projects, Six-Sigma Green/Black belt/Lean projects, training for New Hire batches as well as for existing employee as per Continuous Service Improvement (CSI) by ensuring IT services are continuously aligned with changing business needs, CSI provides a structured approach and quality orientation to sustain performance, drive improvement and manage costs, inhibiting the root causes of service quality decline.This profile is an important resource to drive improvement by multiple means monitoring calls, ticket as well as preparing leadership statistical presentation for GSD based on the 7 Quality Control Tools. This profile is also responsible for evaluating offshore technicians to ensure adherence to process acceptability standards as well as providing coaching/feedback in order to develop their skills. Along with his KPA, shall monitors process commitments, project deliverables and helps administer Process/tasks such as training for New Hire batches as well as for existing employee.

Essential Functions/Core Responsibilities

• Report results of evaluations to appropriate Quality/Operations stakeholders on a weekly and monthly basis.
• Achieve departmental productivity requirements. Facilitate and/or participate in calibration sessions with stakeholders
• Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task forces with Account Management and clients.
• Participate in internal quality audits (e.g. periodic audits of all related processes to determine process control and efficiencies) and recommend changes.
• Quality monitoring and reporting for service delivery. Adherence to Transactional Quality. Perform analysis of query/call listening results to develop business cases.
• Deploy and share VOC survey results with stakeholders and facilitate action planning sessions
• Provide periodic assessment on quality performance to deliver promised customer experience
• Develop reports pertaining to key learnings and observations during quality auditing process
• SPOC for sharing quality observations with individual functional owners

Candidate Profile

• Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel.
• Experience in Quality Domain (Call/Transactional Monitoring) is an added advantage
• Effective English oral and written communication skills, broad understanding of client conformance measures.
• Experience with process excellence/operational excellence/call or transactional quality and working towards improving the process, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS, etc) is an added advantage.

Career Framework Role

• Has developed knowledge and skills through formal training or considerable work experience.
• Entry level often for those with work experience in the skill area.
• Works within established procedures with a moderate degree of supervision.
• Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.

Location: IND Gurgaon – Industrial Plot No. 243, 1st, 3rd, 4th, 5th Floors

Language Requirements:

Time Type: Full time