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Knowledge and Quality Manager

Keywords / Skills : Quality Management Process, Knowledge Management

5 - 10 years
Posted: 2019-06-10

Business Analyst
Quality Assurance
Posted On
10th Jun 2019
Job Description
Quality Management:

• Management of Quality Assurance process

• Provides structured and timely recommendations to improve audit process, metrics and guidelines

• Analyzes and audits tickets to identify areas of service delivery that did not meet pre-established performance standards

• Collaborates with Incident and Request Process Manager to identify improvements that enhance service delivery and user experience

• Provide audit results to leads to enable coaching and improvements to be applied

• Ensuring a high level of service professionalism and standardization through audit parameters

Knowledge Management:

• Driving and developing the efficiency and effectiveness of the Knowledge Management Process for GBS

• Drives day-to-day execution of the process

• Ensure knowledge articles are properly maintained, with quality and adheres to standards by providing an efficient and lean review process by the owners.

• Ensure escalation procedures and knowledge base articles are available for support teams

• Responsible for establishing, evaluating and reporting process measures


• Self-Motivated with the ability to work independently and with high personal integrity

• Strong Analytical, Reporting and Organizational skills

• Keen attention to details

• Ability to build strong working relationships with peers, senior colleagues and professionals

• Excellent English skills – both Oral and Written

• Proactive and focused on Continuous Service Improvements

• ITIL v3 Foundations

About Company

ProV was founded in 2003 to reduce IT complexity by using services and technologies that don't get in the way - powerful enough to meet the complex demands facing today's enterprises. By streamlining processes, we help companies improve productivity and reduce errors while still saving money. We've assembled a great team to help streamline enterprise day-to-day processes and change how IT implementation, management and support work. Now, ProV is a team of over 600 peers across offices in the US, Germany, India and the Philippines.

Our Shared Mission and Values

Our mission is to help companies thrive by enabling all processes to work together effortlessly.
Our values are commitments to each other. They provide the backbone for our company processes and daily interactions. We believe that, in the long run, these commitments lead to a thriving culture and a more successful business, for ourselves and our customers.

Inclusion is part of our company culture and essential to ProV’s future. We continue to nurture and create opportunities for the next generation, relying on our talent pool’s diverse background to innovate and inspire. More importantly, we see hundreds of ProV employees speaking over 17 languages and working together. Our core values celebrate those differences and the rewarding experiences our customers enjoy
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