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- Design & create performance and statistic reports as required by delivery team.
- Able to enhance current excel documents & reports by introducing automation and scripts.
- Be the Single Point of Contact (SPOC) for all Service Management related activities.
- To provide business-focused management information related to the SLA (Service Level Agreements).
- Pro-actively liaise with business customers for all works related to data gathering and completion of reports.
- Gather and thoroughly analyze data, by coordinating with appropriate technical, compliance, business staff and management, and conduct baseline quantitative and qualitative metrics work.
- Reporting & Statistical Analysis of data mined and gathered from the ticket logging and tracking system.
- Provide input on process improvements, survey and analyze “best practices”, mentor, and influence, teach and coach individuals and teams in process improvement activities and methodology.
- Initiate actions to raise customer satisfaction level.
- Attend/ Conduct review meetings as and when required.
- Overall Quality supervision to ensure adherence to the client norms. Example: dress-code, general behavior etc.
- Managing compliments/complaints/escalations/Non-compliance database.
- Complete audit work papers and memoranda by documenting audit tests and findings.
- Perform QA activities to measure the current quality level of the operation team.
- Min 7 years of working experience with Advanced MS Excel functions ( Macro, Scripting , OLEDB , ADO etc )
- Knowledge in RDBMS based database models
- Experience in data mining, analysis and reporting using Excel and other spreadsheet processing software
- Able to work independently and meet tight deadlines
- Able to adopt with highly dynamic environment
- Good communication skills
- Advanced programming skills in VB for Microsoft Office
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