Senior Consultant
vor 20 Stunden
Senior Consultant - Quality Analyst - Geneva, Switzerland
Job Profile: Quality Analyst - Coordination and Subject Matter Expert in Global Support Alignment
Main Mission: This role is pivotal in global support coordination, adding value through data insights, regional procedure alignment, and cross-regional service quality. It encompasses SAP Business Applications and INFRA support, ensuring coherent, high-quality service across MEIA, EUR, AMER, LATAM, and SEAO.
Key Responsibilities:
- 360° Vision and Cross-Functional Project Management: Oversee support, training, and project activities with a holistic view, ensuring a cohesive, consistent approach. Engage stakeholders in support optimization and continuous improvement using dashboards and detailed reports to drive effective decision-making.
- Global Coordination and Data-Driven Value: Foster alignment across regions by tracking and analyzing metrics like ticket reassignment rates and service quality benchmarks, promoting data transparency and value across Richemont’s global teams.
- Standardized Process Alignment: Harmonize procedures across MEIA, EUR, AMER, LATAM, and SEAO regions, ensuring a streamlined, efficient response to support needs and minimizing inconsistencies.
- SAP and Business Application Expertise: Provide expert guidance on SAP modules (Retail, Finance, OTC, PTP, LE, HR, AUTH etc.) to maintain high-quality support and leverage global metrics for strategic improvements.
- Knowledge Development and Continuous Improvement: Drive ongoing updates in KB articles and training materials, applying data insights to foster L1 agent alignment and productivity.
- Support Quality Metrics and Reporting: Use ticketing data to establish KPIs and track interregional support consistency, targeting improvements where metrics indicate potential enhancements.
- Training and Academy Development: Lead the development of a global academy to standardize agent onboarding and training, equipping teams with essential skills to ensure productivity across all regions.
- Process Innovation and Automation: Collaborate with automation teams to integrate innovative solutions in ServiceNow, such as automated quality controls and triggered training sessions, optimizing support operations.
Required Skills:
- Analytical and Data Skills: Ability to interpret and apply support metrics (ticket quality, reassignment rates) for enhanced process alignment.
- Coordination and Cross-Team Communication: Strong ability to coordinate effectively between teams across regions, ensuring cohesive action and communication.
- Teaching and Communication: Expertise in delivering constructive feedback and encouraging knowledge sharing.
- Bilingual English/French: Required for effective international collaboration.
About Infosys: Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients
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