We are currently looking for very dynamic incumbents for a position in Process Excellence with one of our reputed US based client. Candidate with an experience of handling US process will be highly desirable.
The position lies with one of our reputed IT client based in NOIDA. Our client is a ISO 9001:2000 and SEI:CMM level 5 certified company. The organization was founded in 1993. It is a software product development company.
Following is the detailed job description for your reference. Please have a look and share your updated CV along with the details of current and expected salary:
The project that you will be working for has a structured sales process and Managed Analytical Services proposition for its contact center product portfolio. Projects range from Proof of Concept to full customer engagement with managed services delivering projected return on investment and actionable insight through Speech Analytics. Customer audio is indexed and analyzed to deliver against agreed objectives; the results, findings and recommendations are presented back to the customer. Project team will take directions from and works closely with the Client Managers or Directors, who manages the overall customer engagement, and performs a key role in the delivery.
Primary job responsibilities:
Perform in-depth analysis to resolve a Business problem.
Develop queries using Boolean and temporal logic to deliver the foundation for analysis to objectives agreed with the customer.
Create reports, analyze and provide recommendations for the project.
Compile analysis results and create presentations.
Validation of work done by all in the project team.
Internal & external project work to contribute to the growth of analytics services.
4 to 8+ year experience spanning across quality, Ops and analytics domain.
Strong business acumen in verbal and written communication.
Should have project & people management experience.
Should have experience of leading teams, proportionate to the work experience.
Customer contact, ideally through working in contact centers.
Prior experience and permission to travel USA and/or UK as needed.
Exposure to transition or project management would be an added advantage.
Required skills and attributes:
Strong verbal and written communication.
An enquiring mind, curiosity and desire to understand why.
A self-starter. Dont wait to be asked; volunteer and consult with others to drive work to completion.
Tenacity; keep to plan despite delay, opposition or diversion.
Ability to quickly assimilate new technologies for self-improvement.
Interpersonal skills to operate and communicate effectively with peers, supervisors, customers and higher management.
Build a strong professional relationships with onsite and remote teams.
Excellent hands on experience with data analysis to establish the relationship between different variables.
Excellent hands on experience in performing Root Cause Analysis through structured call listening.
Strong working knowledge of MS Office applications (MS Excel, MS PowerPoint etc.)
Exposure to Six Sigma techniques along with one completed project would be preferred.
In depth knowledge of operational contact center metrics across various industries or verticals.
Strong experience in transactional quality to improve process compliance & quality scores through various improvement methodologies.
Problem solving skills to convert challenges to opportunities and eventually creating a business case that can lead to a significant ROI for our customers.
Looking forward to an immediate reply.
Intellect Career Solutions
Contact No: 9899422997 / 0129-4011180
Salary: INR 6,00,000 - 7,50,000 PA.
Industry: BPO / Call Centre / ITES
Functional Area: Analytics & Business Intelligence
Role Category: Analytics & BI
Role: Business Analyst
Employment Type: Full Time, Permanent