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Lead Analyst/Manager - Service Quality/Service Improvement

Job Code:
  • IT
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Job Details

Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologiesManage projects according to pre-defined and agreed project plans and achieve agreed targets Identify and promote opportunities to achieve continuous improvement in operational and process performanceEnsure customer satisfaction throughout the project life by challenging project steps defined at start against changing customer`s business requirements Conduct customer survey at the end of the project implementationEnsure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis Lead a virtual team of stakeholders to develop, follow up and implement action plans to identify gaps and resolve identified major customer issuesEnsure regular process compliance checks with the various process owners within SITA, agreeing on action plans Ensure supporting systems are maintained in compliance to the process and data sources standards.Education and Qualifications Educated to degree level or equivalent work experience.ITIL Foundation Certificate - Six Sigma Certification an asset Project Management training an asset.Experience 3 years quality assurance/control role or customer service role with emphasis on quality improvement2 years experience in oversight on projects or program management4 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
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 10-12


Quality Assurance | Quality Control | Quality Inspection | Six Sigma
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