The NSC QA Auditor reports to the NSC Manager and is responsible for the auditing, reviewing, development of quality of the ticket management and Call handling for NSC engineers, and performing internal audit procedures and preparing internal audit reports reflecting the results of the work performed.
Work performed will include Ticket management, Client calls handled, Process governance. In addition to this, Analyst will also be responsible for Process gap identification, Risk management and identifying automation opportunities from manual efforts in the system.
Skills Required / Education Qualification
Job Functions & Responsibilities:
Roles and Responsibilities
The QA Auditor reports to the QA Manager and is responsible for the review, development and performing internal audit procedures and preparing internal audit reports reflecting the results of the work performed.
Work performed will include coverage of functional and operating units, focusing on financial and operational processes.
Audits current controls and performance monitoring elements to assess effectiveness across all practices of Navisite Service Center
Works with the NSC Manager and Supervisor to develop, implement, monitor and manage the function compliance and process effectiveness.
Interact with various levels of management and staff in conducting feedback session to one on one peer and classroom session.
Audits/tests ongoing processes to assure continued compliance.
Prepares reports based on the results of stated audits/tests to be presented and shared with NSC Manager and Director on monthly basis.
Identify process improvements that lead higher efficiency with respect to increasing first call resolution and identifying automation opportunities
Assist with external audits performed by Process Excellence group
Ensure that all audit records and documentation are accurate and in compliance with applicable regulations.
Create and Maintain Navisite Service Center Process Framework Automation Vs Manual on monthly basis and present it to NSC Manager and Director.
Create and Maintain Risk Register along with action items and tracking mechanism.
Desired Soft Skills
Ability to perform audits of tickets and call recordings, report it on weekly basis.
Excellent documentation skills and repository maintenance.
Ability to work independently, with limited required direction and guidance
Excellent analytical skills
Excellent interpersonal skills
Excellent communication skills, both written and oral
Ability to work effectively with different engineers and have cross functional relationship building skills.
Must have understanding of internal auditing standards and risk assessment practices
Must have experience and understanding of the application of business management and process defined in ITIL framework
Possess basic skills of ITIL - Incident management, Change and problem management, process flow.
Flexible in terms of shift timings and adaptable to a complex and dynamic environment
Should have greater ability in documenting in detail and with clear thought process.
Must possess ability to collaborate with senior level personnel and provide leadership to internal stakeholders regarding best business practices and continuous process improvement
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