Manager_SERVICE PERFORMANCE & QUALITY ANALYTICS - VOIS
Tasks
- Analyze resolution trends
- Build performance reports
- Conduct root cause analysis
- Contribute to governance forums and audits
- Define corrective actions
- Define service quality KPIs
- Establish acceptance criteria
- Govern KPI measurement methodologies
- Maintain automated dashboards
- Monitor SLA compliance
- Provide performance insights to leadership
- Publish performance packs
- Support service readiness for new services
- Track incident volumes
- Track preventive actions to closure
Perks/Benefits
- N/A
Skills/Tech-stack
Cause analysis | Continuous Improvement | Dashboarding | Data Visualization | Incident Management | KPI Framework | Microsoft Excel | Power BI | Root Cause Analysis | Root cause | Service Level | Service Level Agreements
Education
Associate Degree | Bachelor of Engineering | Bachelor of Science | Master of Science | PhD
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