Job Openings in Gurgaon, Noida, Delhi - NCR

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Date: July 21, 2009

Location: New Delhi

Position: Sr. Process & Quality Analyst

Exp: 3+ years

Candidate must be trained/ certified on Six Sigma & ITIL. Should have exposure on SLA analysis, maintaince & definion.

Responsibilities:

List of activities performed within each responsibility area
Definition of any new process required to deliver services to the customer as per business requirement
Revision of any existing process as per changes in business requirement or for improvement in service performance
Ensuring all processes are having defined speps to be audited, defined samples to audited and defined frequency at which the audit needs to be conducted. There should be a signoff on these with the process owner
Ensure that all engineers following the process are trained on audit steps as and when the audits steps are gettign defined or revised
Ensure all audits are conducted as per schedule
Ensuring all processes are having defined metrics to measure the performance of the process as per business requirement
Ensure that the frequency of generation of reports are signed off with the process owners are adhered to
Ensure all reports are delivered as per the schedule
Ensure that all process are adhering to document management guidelines and are stored live and updated at all times in the central repository
Ensure that all audit steps are documented as per document management guidelines and are stored live and updated at all times in the central repository
Ensure that SOPs for all reports and dashboards are documented as per document management guidelines and are stored live and updated at all times in the central repository
Analyse and identify Improvement areas to help increase productivity
Analyse and identify Improvement areas to help reduce average Incident resolution time
Analyse and help improve Incident ratio and reduce incidents through the definition of Problem Management
Analyse process performance metrics to identify any areas of improvement and drive improvement together with process owner
Analyse processes to identy any areas of automation in the process and drive automation initiatives together with process owners
Participare in internal reviews to discuss metrics on performance of processes, understand process owners pain points, identify areas of improvement and drive improvement together with process owner
Participare in operations reviews with customer to discuss metrics on performance of processes, understand customer pain points, identify areas of improvement and drive improvement together with process owner
Keeping track of current and forecasted tasks which needs to be delivered by self and team on daily, weekly, monthly and quarterly basis
Proper estimation of effort required for all tasks
Identifing gap in resource strength required and work with reporting manager to find a solution such as resource adddition
Updation of team skill matrix – Assessment of each team member as per the defined frequency to assess skill gaps for each individual
Signoff on TNI based on the skill gap scores and coordinate with QM/AQM, TTC for impartation of training
Track application of skills as well as assessment scores of all team members and mentor them for skill development
Suggest changes in processes to incorporate best practies in order to improve service performance, reduce cost of deliver and enhance customer satisfaction
Understanding the processes required to deliver the signed of deliverables for the customer
Understaning of service management tool to be used to deliver services to the customers
Understanding of methodology of data collection in order to generate service performance metrics for agreed services and processes
Alignment of processes to Microland & Business standard processes and signoff with the customer on the same
Definition of metrics to the shared with the customers and signoff on the same
Training of all resources on processes signed off with the customers
Training on usage of service management tool required to deliver services to the customers
Training of data analysts on methodology required to collate data and publish dashboards signed off with the customers

If your are interested, please mail your resume at o_manishad@microland.com

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Date: July 21, 2009

Location: Gurgaon

Experience: 5 – 10 Years

Desired Candidate Profile: Graduate/MBA with 5-6 years of total exp and 1-2 years of managerial exp/ISO 9000 Lead Assessor, Six Sigma Green / Black Belt in a large BPO setup. Excellent Knowledge of ISO 9000. Knowledge on KAIZEN & Suggestion scheme & process orientation

Job Description Overview:

• Excellent Knowledge of ISO 9000.
• Knowledge on Six Sigma tools & techniques.
• Exposure to Six Sigma, 7 QC Tools, Policy Deployment,Extensive work on Problem Solving tools & techniques. Design training and sensitizing programmes

If you are interested, please mail your resume at anshu@creativeindians.com

Contact Anshu at 011-45088685
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