Quality Analyst L12

Brennan; Mumbai Suburban; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Training and certification bonuses

Culture Awards

Annual trip for top performers

Fun social activities

Job summary

A leading IT services provider in Mumbai is hiring for a Service Experience Specialist. This full-time role requires strong analytical skills, a focus on quality improvement, and the ability to work collaboratively across teams. The ideal candidate should possess intermediate software knowledge and an ITIL v4.0 Foundation certificate. We offer competitive remuneration and a range of benefits including training bonuses and vibrant social activities.

Qualifications

• Intermediate knowledge of software applications.
• Strong focus on quality and improvements.
• Willingness to work in shifts.

Responsibilities

• Manage actions identified via NPS/CSI/Audits.
• Drive initiatives aligned to departmental goals.
• Analyze quality issues in real-time.
• Achieve company standards for client satisfaction.

Skills

Good listening

Analytical skills

Microsoft Office Suite

Ability to work within teams

Knowledge of Quality and Lean Tools

Verbal and written communication

Coordination skills

Multitasking

Knowledge of ITIL

Working knowledge of transactional quality audits

ITIL v4.0 Foundation certificate

Job description

Overview

Brennan. Where true performance thrives. At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

True performance for our customers starts with a true belief in our people. It’s why we’ve structured our business to help our teams shine bright. It\u2019s why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses.
• Culture Awards that recognise excellence.
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors.
• Vibrant, fun social activities.

The Role

To drive client and business Service Experience and efficiency outcomes via quality audits, analysis of NPS feedback, while also identifying areas for efficiency improvements within the business. To evaluate and implement the quality assurance standards and to support Brennan Voice and Data clients, Brennan IT engineers and staff. Will be responsible to create and analyse quality and efficiency reporting to support business needs and initiatives. Drive continual service improvements with focus on improving the Efficiency and Excellence of Service Delivery as measured by financial efficiency and Client Satisfaction targets.

Key Responsibilities

• Continual Improvement (30%): Jeopardy management of actions identified via NPS/CSI/Audits/Efficiency
• Business Improvement Initiatives (20%): Drive Improvement Initiatives aligned to Department/ Organization goals
• Assigned Proactive Initiatives (20%): Perform to desired quality/outcomes on assigned and pro-active initiatives in defined timeframes
• Client Satisfaction (15%): Transactional NPS Target (as per company standards)
• Insights on Quality (15%): Real-time analysis providing ability to identify quality issues

Essential Skills

• Good listening, analytical and research skills.
• Intermediate knowledge of software (Microsoft Word, Excel, PowerPoint, Visio). Drive development of Brennan policies, standards, processes, and procedures.
• Strong focus and intermediate analytical skills.
• Ability to work within and across teams.
• Knowledge of Quality and Lean Tools.
• Good verbal and written communication skills.
• Capable of coordinating and assisting the team.
• Ability to coordinate and multi-task effectively.
• Willing to work in shifts.
• Knowledge of ITIL concepts, Lean, Six Sigma, quality tools.
• Working knowledge of transactional quality audits (Tickets, Calls).
• ITIL v4.0 Foundation certificate.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting