Administration & Quality Analyst Job Responsibilities
Develop and maintain a resourcing schedule that maps expected contact volumes, with the ETS NOC, Helpdesk and Intervention resources.
Monitoring Real-time Helpdesk queue management, ENOC availability, and Intervention cover and challenge non-adherence to ensure Quality promise is maintained.
Analyze data (call volumes, emails, activities) to report trends and forecasting to management
Provide weekly and monthly reporting on performance at individual and team level
Undertake process and productivity reviews to ensure optimized workflow across team within the
Proactively deliver in-depth analysis to lead change and drive operational effectiveness and efficiency
Maintain a relationship with the Sales, Operations, Marketing and Technology teams to ensure advanced warning of new products, changes or campaigns that may result in resource peaks.
Ensure all ETS systems, desktops and equipment is fully functioning, liaising with IT to seek resolution
Research & Development – Conduct what-if test scenarios of shift patterns to develop optimal resourcing plans
Qualifications for the Administration & Quality Analyst Job
University degree in IT/Computer Science/Engineering/Telecommunications.
One to three years’ work experience in tier 2 network support.
Cisco Certified Network Associate is a Plus
Key Competencies
Customer & results orientation
Experience with managing Enterprise customers’ expectations
Ability to learn new technologies quickly in a self-study environment.
Problem solving, troubleshooting and analytical thinking
Planning and organizing and pro-active approach
Team-work, communication and co-operation
Ability to multi-task in a high pressured, time critical environment.
Willing to work a flexible schedule to meet24/7 business requirements
