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Business Analyst
Ref No.: 18-75230
Location: Bellevue, Washington
Position Type:Contract
Start Date: 10/10/2018
• Facilitate CSAT surveys from operational, strategic & executive perspective for the program / project.
• Facilitate survey action planning, ensure actions are communicated to customer and tracked to closure
• Improve Transaction Customer Satisfaction (TCSAT) and Deploy Ticket Audit processes
• Identify Early Warning Alerts proactively and track it to closure
• Facilitate Customer escalation closure
• Ensure all services are provided as per Contractual agreement with the customer
• Ensure ITIL Operational process compliance for the program to deliver the services
• Ensure SLA compliance and compliance to Org Processes and training requirements
• Facilitate Service Delivery Reviews
• Own and manage Continuous Improvement Projects (SIPs, Six Sigma, Lean etc)
• Support deployment of NG Levers in identified accounts to meet account productivity goals
• Facilitate Internal & External audits for a set of accounts. Track findings to closure