Ops Quality CI Analyst
About The Position
The Quality & Continuous Improvement (QCI) Analyst is responsible for monitoring, auditing, identifying, and proposing measures to correct gaps in the entire operations process. They are responsible for assessing the quality of work performance and opportunities that impact the teammate and client experience to include operational processes, technical accuracy, and conformity to company policies and procedures. The QCI Analyst will assist in reviewing, developing, creating, and implementing processes and procedures. You will get to: Contribute to, lead, drive and support Quality & Continuous Improvement (QCI) Practice strategy, as the organization evolves and grows. Leverage Quality Management System (QMS) and quality data management for continuous improvement. Support and Improve Corrective and Preventive Action Program to ensure the continued improvements in alignment with relevant industry Standards, to include ISO, CMMI, et al. Participate in the design of request, CAPA, ticketing monitoring formats and quality standards. Assist in creation and documentation of Standard Operating Procedures, interdepartmental policies, and procedures. Participate in internal and external audit activities. Analyze and report on business metrics including but not limited to workload statistics and recommend changes in procedures, and training needs. Oversee proper execution of contracts (ie, SOW, SLA) and related Service Level Expectations and Objectives to ensure consistently met or exceeded. Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.
Requirements
- Bachelor's degree (B.A.) from a four-year college or university, or equivalent.
- The ability to work effectively with a cross-functional team is critical.
- Demonstrated proficiency with Microsoft Office programs.
- Ability to quickly master new content areas, effectively prioritize work and meet time-sensitive project goals and metrics.
- Strong analytical, decision-making, negotiation, customer service, written and verbal communication skills.
- Strong decision-making skills, which may have direct and significant impact on the achievement of department goals.
- Attention to detail
- Time management
- Ability to multitask
- Highly competent with written and verbal communication.
Responsibilities
- Contribute to, lead, drive and support Quality & Continuous Improvement (QCI) Practice strategy, as the organization evolves and grows.
- Leverage Quality Management System (QMS) and quality data management for continuous improvement.
- Support and Improve Corrective and Preventive Action Program to ensure the continued improvements in alignment with relevant industry Standards, to include ISO, CMMI, et al.
- Participate in the design of request, CAPA, ticketing monitoring formats and quality standards.
- Assist in creation and documentation of Standard Operating Procedures, interdepartmental policies, and procedures.
- Participate in internal and external audit activities.
- Analyze and report on business metrics including but not limited to workload statistics and recommend changes in procedures, and training needs.
- Oversee proper execution of contracts (ie, SOW, SLA) and related Service Level Expectations and Objectives to ensure consistently met or exceeded.
Benefits
- Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
