Service Quality Analyst
Dimension Data
Prague, Czech Republic
před 10 dny

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

At our new Global Delivery Centre (GDC) based in Prague, our vision is to deliver exceptional value to our diverse range of clients.

These clients are all leaders in their industries, and that’s why the people we employ will be instrumental in getting the job done.

We want bold, different, and exceptional talents who will work together as a global team of highly skilled experts to deliver an outstanding service across countries and clients.

You will work with brilliant minds, get the chance to upskill through extensive training and learning programmes, all while working in one of Europe’s fastest growing cities.

We are transforming support services to be more agile and more effective globally. Our focus in on activation, omni-channel, automation, knowledge management, analytics, and self-

service. With three decades of transforming our clients’ businesses behind us, we’re looking to the future. It’s innovative, it’s agile, it’s client centric.

This new GDC is only Dimension Data’s second facility, and offers exceptional career growth and the chance to be part of something great.

What you'll be doing

The primary responsibility of the Service Process Quality Analyst is to monitor and evaluate the quality and accuracy of Support and Managed Services delivery to ensure improvement of service delivery.

Responsibilities :

  • Perform call evaluations on delivery units by conducting call observations, monitoring and evaluating recorded calls and completing side by side call quality assessments.
  • Perform quality assessment on the incident resolved and closed. Check if standard procedures are followed, e.g. 3-strike rules.
  • Identify training needs for delivery units and support with their development and coaching.
  • Assist in compilation of non-compliance tickets at regular intervals (weekly, monthly and quarterly), e.g. Generic contract tickets.
  • Assist in compilation of T&M ticket report at regular intervals (monthly and quarterly) to facilitate T&M billing.
  • Assist in the tracking of knowledge articles creation, update and usage.
  • Assist in the tracking of new service enablement training attendance.
  • Monitor the application of and compliance to quality practices and escalate areas of improvement to the relevant stakeholders.
  • Assist with the investigation of suspected fraud and / or non-compliance cases.
  • Compile and distribute reports requested by the business unit and ensure that all shared folders are maintained and updated.
  • What would make you a good fit for this role?

  • 6+ year’s working experience
  • At least 4 years' quality assessment experience within a large scale (preferably multi- national) technology services and IT service provider environment
  • Experience in enterprise support services and service delivery environment
  • Working experience in ISO 9001
  • Proficiency in at least 2 of the following languages : Dutch, Italian, French
  • Join our growing global team and accelerate your career with Dimension Data. Apply today.

    Diversity in Dimension Data

    Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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