SERVICE QUALITY ANALYST
SERVICE QUALITY ANALYST
SERVICE QUALITY ANALYST – ITIL / LEAN SIX SIGMA CERTIFIED/DASHBOARD
7 - 12 Years
Welcome to SITA... We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and its our job to support their operations. As the world's leading air transport IT and communications specialist, were committed to meeting the demands of the air transport industry around the clock, every day.
Our Vision: Easy air travel every step of the way
WHY SHOULD YOU BE INTERESTED?
With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.
Challenge: Our people take on some of the biggest challenges in our industry. They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.
Opportunity: Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organization, and as an employer. Diversity is more than a target to us, its a key part out of our collective identity and values.
SITA is embarking on a strategic transformation to protect and grow our IT Service Management revenue across all the solution lines by creating a lean way of working and delivering a higher level of customer engagement throughout a high skilled workforce.
The primary objective of this role is to support Service Management Customer Experience initiative across SITA. The Service Quality role leads continuous quality improvement (Quality Loops), measure quality and customer experience, and works collaboratively with the various departments in SITA leadership to implement quality enhancements.
The role also plays an important role in improving ITIL Problem Management process as part of Service Improvement and requires engagement with SITA suppliers to improve Customer Experience.
You will be contributing to the success of SITA by supporting the Customer Experience Dashboard including assessing, measuring and communicating across SITA. This is through both data assessment from survey results as well as coordination of our formal process for managing customer complaints.
Your role will involve:
Responsible for supporting Customer experience improvement initiatives by applying proven quality & improvement strategies and methodologies. Analyze problematic situations and occurrences and implement solutions (Quality loop)
In charge of managing the process of formal complaints (organization related problems) and ensure they're assigned to the right stakeholder within SITA for resolution
Build trust relations with key partners and stakeholders and act as a point of contact (Collaboration)
Pro-Active, result driven and hands on improving process efficiency and quality output on an ongoing basis, leveraging 6 Sigma methodology (Efficiency & quality)
Responsible for supporting the OPC (Supplier like OBS) meetings to discuss current performance and partner with team members for applying direct accountability to improve organizational outcomes.
Practice owner for ITIL Problem Management Process and collaborate with different Service Owners to make sure Problem Management Maturity is achieved along with process training and helping in operationalizing problem management to decrease repeat incidents.
Qualifications, knowledge and experiences:-
Certified ITIL v3 Foundation
Certified LEAN 6 Sigma
PMI (or other project management is preferred)
ITIL V3, 2011 (especially on Problem Management)
3 years quality assurance/control role or customer service role with emphasis on quality improvement
2 years experience on projects or program management
4 years of experience in IT industry with the implementation of processes as per recognized industry standards
Experience in applying industry standard quality frameworks such as CMM, ISO, Six Sigma is an asset
Working in an international environment
Strong understanding of IT Service Management and performance management principles
Working successfully in a process-oriented environment
Experience of working in a matrix management environment
Excellent communication skills- written and verbal
Analytical abilities and problem-solving skills
Knowledge of Six Sigma and LEAN Tools
Competent in Microsoft Office
Salary: Not Disclosed by Recruiter
Employment Type:Permanent Job, Full Time
URL For Applying :https://www.naukri.com/job-listings-Service-Quality-Analyst-ITIL-Lean-Six-Sigma-Certified-dashboard-Sita-Information-Networking-Computing-India-Private-Limited-Gurgaon-7-to-12-years-220519007648?src=cluster&sid=1558582882711&xp=1&px=1