Аналитик направления контроля качества; Воронеж

Описание вакансии

1. Quality and SLA/OLA control
• Collect current indicators and reporting on SLA/OLA
• Update SLA/OLA
• Collect feedback on improving the quality of service from the customer
• Ensure incidents solutions
• Provide ideas on dashboards development
• Prepare drafts materials for governance forums
2. Performance tracking
• Collect current indicators and reporting on KPI’s
• Update KPI’s
• Provide ideas on dashboards development
• Prepare drafts materials for governance forums
3. Knowledge base development and keeping up to date
• Work with fuctions on process documentation suite update (Maps, DTP, etc.)
• Provide ideas on knowledge base digitalization and development (e.g. e-instructions, knowledge platform)
4. Technical support of governance model (inc. required governance forums, participants and periodicity)

• Higher Education in Finance/Management – obligatory.
• Minimum 2 years of consulting/operational experience of realization relevant projects in different organizations.
• Understanding of SLA/OLA/KPI’s models, visualization tools (dashboards and reports), knowledge base agrigation and development and key dependencies driven by business environment.
• Understanding of SSC Documentation Suite (SSC activities and processes regulations)

Experience based:

• Analytical skills to identify root issues and convert complex problems into actionable and clear solutions
• Professional knowledge in functional areas:
o Collecting SLA/OLA/KPI
o Modelling and analysis of business processes.
• Knowledge of business and functional skillset.
• Mathematics and statistics skills (ability to work with figures, follow complex mathematical and statistical arguments, communicate mathematical and statistical information effectively, etc.);
• Verbal and written communications skills across cultures and functions;
• Ability to communicate with senior management
• Drive for result
• Dealing with ambiguity
• Comfortable presenting in 1 to 1 format