IBM(International Business Machines) Hiring Candidates For the Post Of Quality Analyst - SO - ITD - GD In December 2012 At Hyderabad,Bangalore Location
Name Of The Company: IBM India
Experience Required: 6 months to 1yr
Educational Qualification: B.Tech
Job Designation: Quality Analyst - SO - ITD - GD
Type of Industry: IT-Software Services
Area Of Functionality: Application Programming
Required Candidate Skills :
- Candidates Should Have Excellent Communication and presentation skills
- Bachelor's Degree in Information Technology.
- Candidates Should Have At least 6 months experience in Operatations Management
- Candidates Should Have At least 6 months experience in Technical Exposure to MS Office.
- Candidates Should Have At least 6 months experience in Exposure in Networking and Operating Systems.
- Candidates Should Have Excellent Feedback Skills
- Customer service orientation.
- Structured thought process
- Band 4 or 5, PBC rating 1 or 2+
- Black Belt 6 sigma certified professionals for the Quality Manager.
Package Offered : Best In The Industry
Job Profile :
- Performing Quality Tele Monitoring & Ticket Quality Checks.
- Support team in achieving Customer Satisfaction target for assigned team.
- Creating a quality culture, keeping people focused on understanding the customer’s needs.
- Propose new actions to improve productivity and share best practices with the Assistant Manager and Operations Manager of the team.
- Ensure that Customer Satisfaction remains a focus item by working with and updating the monthly CSAT Action plan.
- Analyse Root causes for dissatisfaction and design solutions to address these root causes.
- Support Assistant Managers and Operations Managers in driving the CSAT action plan and ensure actions are completed and on target.
- Comes up with solutions that addresses or exceeds customers needs and expectations. Own and drive the Quality Call Process (call monitoring) and ensure feedback is being given.
- Own and drive the Documentation Check Process (ticket checks) and ensure feedback is being given.
- Ensure team is focused on updating tickets frequently.
- Regularly present to team and management team on Quality Improvements.
- Assist the team with the excellent handling of ticket records by the team.
About company:
IBM has been present in India since 1992. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry.IBM India's solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances.
Work Location: Hyderabad/Bangalore
Website: www.ibm.com
