Analyst

Job Description:

• Operations Manpower Training
• The Analyst Knowledge Services will participate in domain and soft skills training programme and give feedback to Managers on training programmes in order to improvements and measuring effectiveness
• Governance Planning Internal and External
• The Analyst Knowledge Services will measure metrics around SLAs and submit the same to the operations manager in order to make sure deliveries are made as per client requirement
• Quality Planning QC QA
• The Analyst Knowledge Services will adhere delivery of domain intensive work to the quality plan designed in order to ensure productivity improvements
• Talent Management People Management
• The Analyst Knowledge Services will conduct performance appraisals and ensures development of direct reports in order to ensure a motivated and productive workforce
• Domain Intensive Delivery
• The Analyst Knowledge Services will execute on SOW sustain exceed SLA commitments in domain intensive areas in order to sustain business
• SLA Compliance
• The Analyst Knowledge Services will measure metrics around SLAs and submit the same to the operations manager in order to make sure deliveries are made as per client requirement
• Customer Interaction
• The Analyst Knowledge Services will actively interact and work with client stakeholders in order to ensure delivery is on track and prevent escalations
• Knowledge Management
• The Analyst Knowledge Services will create reusable artifacts in order to contribute to an updated knowledge repository
• Process Reengineering
• The Analyst Knowledge Services will implement ideas around process improvements reengineering so that turnaround time of work is reduced and accuracy is improved in order to improve CSAT scores and meet SLAs around productivity improvement
• Business Transformation
• The Analyst Knowledge Services will identify and execute transformation projects in order to deliver project goals

Key Responsibilities:

• Operations Manpower Training
• ESAT
• Governance Planning Internal and External
• CSAT
• Quality Planning QC QA
• CSAT
• Talent Management People Management
• ESAT Score
• Attritions
• Domain Intensive Delivery
• SLA and CSAT specific to individuals
• SLA Compliance
• CSAT
• Customer Interaction
• CSAT
• Knowledge Management
• Number of artifacts
• Quality artifacts
• Process Reengineering
• CSAT
• Business Transformation
• Client Feedback and business value delivered
• Additional Criteria for Higher Proficiency
• Skills
• Ability to engage with senior stakeholders in the client organization Stronger Influencing skills Independence
• Tasks
• Multiple tasks client relationships

Preferred Skills:

Quality