Job Title
Service Quality Analyst
Qualifications
- Bachelor's degree holder in Business, Information Technology or similar
- At least 3 years of experience in quality control or Incident management
- Strong quantitative skills
- Proficiency in data aggregation and business intelligence tools; customer analytics insights, segmentation, data analysis experience
- Experience in working with MS suite
- Technical/functional knowledge in Amadeus business is a plus.
Scope
- Support in the monitoring, reporting and advising of the improvements on the quality support services provided to Amadeus Global Customers
- Understanding current incident classification and prioritization criteria
- Supporting the conducting regular analysis of incident tickets and processes
- Helping in the producing of reports on Incident quality and resolution processes & performance, such as, production scorecards and KPI metrics reporting for service and process quality.
- Analyze customer data from various sources, generating actionable insights ; drill-down for specific investigations.
- Ensure post-implementation KPI follow-up and analysis : Business impact, adoption and stakeholder satisfaction levels.
- Support the Manager in the coordination activities to ensure that new solutions can be deployed and operated before they are put into production.
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
