QA LEAD Job in Budapest
Responsibilities
- Understanding the Customer expectations tailoring the processes for the account and ensuring implementation of the process for the projects
- Quality facilitation review for all phases
- Allocation of QRs for projects and Guiding QRs for ongoing Process facilitation and review
- Conducting Role based training for the team
- Facilitation for the implementation of applicable Service Support and Service Delivery processes
- Metrics consolidation and analysis for the LOB
- Conducting Periodic Project review (Phase/Stage retrospective) meetings and analysis.
- Process facilitation to project teams
- Review of process documents and approval
- Ongoing review/audit of the project for process compliance
- Drive and support Operations maturity
- Support groups in efficiency training programs
- Support groups in the auditing practice
- Review of Project metrics
- Provide inputs for process improvement
Requirements
- College/University degree
- Fluent English+German OR English+French (preferably English+German)
- 4+ years experience in customer services within IT Service Desk (24x7 multilingual) operations
- Understanding customer services management, process management, operations maturity, and reporting principles (KPI/AHT/FTE etc)
- Hands on experience on any other issues which revolves around service center activities
- Exposure on ticketing Tools like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, MS products and specific toolsets within client organizations
- Good Analytical, coordination and communication and technical skills are essential.
- Familiarity of ITIL and six sigma implementation on IT Help Desk projects
- Excellent MS Excel experience (formula’s, maintaining larger sheets, number correctness)
- Knowledge on tools used within the banking industry, as well as Microsoft products and services
- Excellent communication and presentation skills, build by solid customer management experiences
- Work experience with clients and peers within the EMEA region
- Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
- Willing to work in 24x7 environment
- Good Analytical, coordination and communication and technical skills
- Services related to the banking industry is a plus