Sr. Analyst, Web Production (eSupport Quality)

Dell Global Business Center Sdn Bhd - Plot 27, Bayan Lepas Industrial Zone Phase IV, Bayan Lepas 11900 Penang
The Quality Operations Analyst for Online Quality will assist in improving the customer experience on Dell eSupport online properties by ensuring high quality data and accurate content is always shown to customers. The Analyst would conduct content quality audits and assist in driving improvements in error reduction through prevention and quick resolution. She/he will work with global teams to provide clear guidance on issues that need to be resolved as well as determine the severity of issues to prioritize.
 
Job Description
 
Primary Duties include:
  • Audit processes for compliance / process adherence
  • Identify Gaps and areas of improvements
  • Propose Quick Fix solutions
  • Communication point for time zone & follow up on solution implementation with process owners
  • Highlight audit findings to the stakeholders
  • Identify potential Risks in the process and propose mitigation plans
  • Publish audit reports on the intranet on a regular basis
  • Review and audit process flow maps and BPDs at regular intervals​
  • Key POC for the shift / time zone to local business partners with 4-hour response SLA
  • Partner with internal quality teams on reporting operations, automation development
  • Own process for documentation, training & awareness building
Skills and Qualification:
  • Graduates in any discipline with about 5 – 7 years of industry experience; including 2 – 3 years leading & managing teams. Preferably from the eCommerce and/or Technical Support space as a product expert in a data-oriented environment with a strong focus on accuracy.
  • Good understanding of online marketing is desirable
  • Awareness of ISO or other Quality Methodologies
  • Ability to learn new technologies and thrive in a fast-moving operational environment
  • Strong tactical execution skills, attention to detail and accuracy essential
  • Ability to remain focused in a sometimes pressurized working environment
  • Prior knowledge of Dell CMS is an advantage; but not essential.
  • Willing to work in rotating day shifts
  • Skills in Reporting (Excel / Tableau) and additional language fluency will be advantage

Technical Skills (preferred):
 
  • Good knowledge of HTML/XML web technologies and Microsoft SharePoint Server
  • Intermediate to Advanced Microsoft Office software skills: Outlook, Excel, PowerPoint and Word
  • Proficient in Reporting and analysis. MS Excel and VB Script, SQL experience preferred
  • Ability to engage and collaborate with stakeholders. Global stakeholder experience preferred.
  • Knowledge of PMP. Lean / Six Sigma would be an advantage
     
  • Localized skillsets (Chinese + Japanese and/or Korean), and
  • Strong background in the following:- Tech Support knowledge/background, and/or
  • Quality processes (eg: BPI / Six Sigma / etc), and/o rReporting
 


Open 12 Januari 2018
Closed pada 26 Januari 2018

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Profil Syarikat

Dell Global Business Center Sdn Bhd

Dell Global Business Center Sdn Bhd

Malaysia - Penang

Since 1985, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end computing solutions company, Dell continues to transform computing and provide high quality solutions that empower people to do more. We promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Our diverse workforce is critical to generating new ideas and inspiring innovation. Dell serves customers ranging from the world's largest businesses and public-sector organizations, to small and medium businesses and individual consumers. Dell’s over 100,000 team members are deeply committed to serving our community, regularly dedicating volunteer hours to over 1,500 non-profit organizations. The company has also received numerous accolades ranging from employer of choice to energy conservation awards.

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