Job Description

Overview

Specialist Service Operations
As Specialist Service Operations you will ensure quality of service delivery for Global Service Desk services provided to Global ATI customers, including quality of practices like Incidents Management, Service Request management, Problem Management and Change Management,
Please note that the Job title on SITA contract for this role will be Specialist Service Operations as aligned with our internal career framework.

So whether you are curious or serious\xe2\x80\xa6apply now !

At SITA, we are meeting the new needs of travel ...today! Are you ready to join us?

What you will do

• Drive end-to-end transactional Incident management quality audit (which includes reviewing the incidents against the quality parameters, marking down the non-compliant parameters, calculating QA scores, and providing the feedback to the agents)
• Design quality regulations and evaluations based on monitoring data flow against quality standards.
• Plan & execute the internal audits as per the Global plan.
• Prepare audit report & review with stakeholders.
• Identify and document non-conformities, improvement opportunities.
• Quality Analysis of Service desk Calls and Incidents
• Understand, define & monitor the business indicators, and create Early Warning system.
• Accountable for data accuracy, timeliness, and overall quality of the overall work product
• Create Process Dashboards & reports, perform ad-hoc analysis, and implement action plans.
• Contribute to designing and deployment of Service Quality framework, provide insights to business health status.
• Work with OPS team and stakeholders of aligned programs/ functions for gap fulfilment
• Analyze audit results and recommend process improvements /best practices.
• Monitor & maintain corrective actions and be responsible for timely gap fulfilment.
• Counseling/Coaching of Agents based on the analysis of data.
• Ability to initiate Service Improvement Plans.
• Ability to Construct SOP\xe2\x80\x99s, Lead Improvement Projects.
• Open to work in flexible shifts to interact with stakeholders located across the globe.

Qualifications

Who you are

• Minimum 4 years quality assurance/control role or customer service role with emphasis on quality improvement.2-3 years of experience in IT industry with the implementation of processes as per recognized industry standards
• Service Management Processes- Knowledge of ITIL and Service Management practices and procedures- Competent in Microsoft Office products
• In-depth understanding of Quality management system and Operations and Support functions working
• Knowledge of Six Sigma concepts, techniques and tools
• Extensive experience in auditing for both operations and support functions
• In-depth understanding of service quality assurance framework.
• Extensively worked on process improvement initiatives
• Sound understanding of business metrics & how support impacts those
• Excellent analytical, data visualization, problem-solving and advisory ability
• Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage.
• Working knowledge of BI tools like Business Objects/Crystal Reports/Power BI etc
• Excellent command on Excel or Advance Excel
• Quality functions including verifying. reviewing. confirming. and reporting in such a way that bridges the gap between Operations and Quality.
• Drive continual improvements in the process
• Educated to degree level or equivalent work experience.- ITIL Foundation Certificate- Six Sigma Certification an asset and ISO awareness.

What we offer
SITA\xe2\x80\x99s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who\xe2\x80\x99ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we\'re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

And we offer all the good stuff you\xe2\x80\x99d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

Welcome to SITA
SITA is the world\xe2\x80\x99s leading specialist in air transport communications and information technology. We don\xe2\x80\x99t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?
Keywords: Quality Assurance, Quality Analyst, BPO, KPO, Six Sigma, ITIL

In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero

SITA