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Quality and Process Analyst

at Hostway in Newark, Delaware, United States

Job Description

POSITION PURPOSE:

The Quality and Process Analyst will help to lead quality, process management, and continuous improvement efforts for Ntirety’s Enterprise Support Operations. This role will be the keystone in the continuous improvement driving customer satisfaction. This person should have a passion for quality and be well skilled at writing Root Cause Analysis documents, Outage Reports, and technical documentation for both internal and customer-facing information. Additional responsibilities include attending and participating in operational review boards that aid in driving a positive customer experience. The ideal candidate will be an experienced operations professional who can write externally facing documents, as well as review and develop existing processes and work with subject matter experts to help identify and document any process-related gaps.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

· Work with subject matter experts and operations leaders to revise and edit Technical Incident Reports and Root Cause Analysis documents

· Facilitate continuous improvement (of processes and systems) and improves business by identifying ways to resolve problems that lead to process failures and providing process reviews

· Perform systematic analysis to uncover the fundamental or deep-seated causes of an incident, failure, or problem

· Use clear and understandable communication to report on findings

· Responsible for ensuring all work-streams fit together for the end-to-end process

· Attendance and participation on the Change Advisory Board, Escalation Review Board, Incident Review Board, and Operational Excellence Review Board

· Ensure the end-to-end process will deliver a world class customer experience driving operational excellence maturity

· Responsible for the deployment and execution of change management and process improvement capabilities

· Organize process requirements and design sessions as needed

· Ensure that quality standards and procedures are met and aligned with, organizational, compliance, and customer specifications

· Rapidly diagnose root cause/process gaps and develop and execute effective performance action plans to build and design processes

· Communicate and reinforce Ntirety’s risk culture and play an active role in day-to-day risk identification

· Develop quality assurance policies and operational processes

· Promote and advocate quality achievement and performance improvement across the organization

· Assist in directing the establishment of performance standards, procedures, and audit controls in order to meet business requirements, as well as identify and implement process improvements to increase the efficiency, effectiveness, and quality of Company operations

· Persistent process review and updates as they relate to certifications and audits, including but not limited to ISO27001

· Perform gap analysis between applicable and current ISO standards; establish and implement a quality plan to bring the company into ISO compliance

· Perform routine quality assurance audits of customer-facing tickets, calls, and live-chats that are compliant with corporate policies, practices, and procedures

· Analyze data, themes, and trends to provide feedback on improvement opportunities

· Support development and continuous improvement and by integrating quality control tools (e.g. Lean, Six Sigma, etc.) into processes

· Other duties and projects as assigned

Requirements

DESIRED MINIMUM QUALIFICATIONS:

· Bachelor’s degree in technology, business or related field or equivalent combination of education and experience

· Technical writing experience in a dynamic high-technology environment

· 3+ years’ experience documenting process workflows and process improvement work

· 3+ years of process design experience

· 5+ years’ experience in writing technical documentation

· Strong analytical skills

· Good understanding of technical environment and process development life-cycle

· Exceptional proficiency with SharePoint, Microsoft PowerPoint, Excel, Visio and Office suite

· Proven ability to work in a cross functional environment and lead cross functional teams, collaborate and influence

· Demonstrated ability to rapidly diagnose root cause/process gaps and develop and execute effective performance action plans to build and design processes

· Self-motivated; ability to work without lots of supervision

· Strong oral and written communication skills

· Exceptional attention to detail in writing technical documentation

Preferred Certifications:

· Certified Professional Technical Communicator (CPTC)

· Lean Six Sigma Certification

· Agile

· ITIL

Benefits

Ntirety offers a competitive salary and benefits including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you! Ntirety is an Equal Opportunity Employer Affirmative Action Employer (EEO/AA) and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State or local law.

Ntirety thanks all candidates for their interest; however, only shortlisted candidates will be contacted.

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Job Posting: JC193432117

Posted On: Sep 27, 2021

Updated On: Oct 31, 2021