About this role
Role and Responsibilities
Quality & Process Excellence
- Monitor compliance with processes, SOPs, and quality standards.
- Conduct quality, ticket, and process audits.
- Support Incident, Service Request, Problem, and Change Management processes.
- Track and report service metrics, KPIs, and SLA performance.
- Identify process gaps and recommend corrective and preventive actions.
- Maintain process documentation, audit records, and quality reports.
- Drive quality and continuous improvement initiatives.
- Partner with Team Leads and Managers to provide process governance, facilitation, and reporting support.
- Present actionable insights and recommendations through reports and dashboards.
Excel, Reporting & Automation
- Develop, maintain, and automate operational and management reports using advanced Excel.
- Collect, consolidate, analyse, and interpret data to support business decisions.
- Identify trends, patterns, and improvement opportunities through data analysis.
- Ensure data accuracy, integrity, and completeness.
- Automate repetitive reporting and quality activities using VBA, Python, and AI-powered solutions.
- Develop and support AI-powered agents and automation solutions to streamline repetitive quality, audit, compliance, and reporting activities.
- Prepare management reports, dashboards, and performance scorecards.
PowerPoint & Presentation Support
- Create professional, impactful presentations for management and client reviews.
- Develop templates, charts, dashboards, and visualizations to communicate insights effectively.
- Ensure accuracy, consistency, and high-quality presentation standards.
- Maintain branding, formatting, and document quality.
- Simplify complex information through effective visual storytelling.
Power BI & Dashboarding
- Design, develop, and maintain Power BI reports and dashboards.
- Build efficient data models and manage relationships across multiple data sources.
- Analyse operational and business data to generate actionable insights.
- Integrate Power BI with Excel, SharePoint, Teams, and other business applications.
- Collaborate with stakeholders to gather requirements and deliver effective BI solutions.
CERTIFICATIONS :
· ITIL V5 Foundation certification.
· Six Sigma Green belt (Good to have)
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Qualifications and Education Requirements
· Educational Degree - It can be any engineering or non-engineering degree related to computers/electronics/networking/information technology.
· Minimum 60% marks throughout in academics.
· Applicants with Professional Degree.
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