Company Name: Hewlett-Packard India Private
Limited
Job Description: Senior Quality Engineer
Work Experience: 8 -12 Years
Work Location: Bangalore
Education: UG - Any Graduate - Any
Specialization
PG - Any Postgraduate - Any Specialization
DOCTORATE - Doctorate Not Required
Job Description
Job scope/summary: Responsible for helping
ensure HP Enterprise Services accounts and delivery groups gage, assess and
understand voice of customer. Responsible for providing insightful analytics
using complex data mining to support organizational decision making throughout
the value chain
Job specifics/responsibilities:
Manage transition to NPS model aligning with
HPs and ES priorities
Provide insightful analysis to senior
management and business leaders on voice of customer
Oversee compliance to service excellence
dashboard
Ensure timely and relevant VoCIP initiation,
execution and validation of results on reported non-green account status
Provide support to shared functions on adhoc
voice of customer reporting
Work with global business improvement team in
helping identify systemic issues based on VoC
Liaise with regional service excellence teams
and support them with method guidance
Institutionalize collaboration for innovation
based on VoC triggers identified
Key deliverables/accountabilities:
Execute VoC reporting and analysis on a
recurring basis
To act as a consultant to HP-ES internal
clients on matters of maturity and risk management.
Develop/manage ongoing reporting requirements
for HP ES.
Establish and maintain effective
relationships with people at all organisational levels, internally and
externally.
Identify and analyse improvements to new or
existing tools, processes, and procedures
Identify and evaluate the significant
exposures or risks across functions, accounts, processes, or other variables
associated with HP-ES.
Understand and apply quality principles that
form the basis of accepted Management Systems.
Interact with all levels of management,
customers and peers regarding audit results and recommendations
Apply experience in the field Use
understanding of the field and scope of operations, the big picture, the whole
process, the flow, and background to support improving the outcome of the VoCIP
Desired Profile
Experience:
Strong written and good communication skills
Proven ability to multi-task, and work on
projects/tasks concurrently.
Proven ability to analyse situations, draw
conclusions and take or recommend appropriate actions.
Demonstrated ability to meet commitments.
Demonstrated ability to prioritise and make
changes where necessary (cope with pressure).
Must be willing to learn and develop personal
and inter relationship skills and working knowledge.
A good understanding of HP ES business
Confidence to deal with and interview leaders
Qualifications:
Proven record or strong experience working
with NPS model for understanding customer loyalty
An understanding of International standards
and models (ITIL, ISO)
Excellent written and spoken English
A strong business acumen and be able to
creatively devise appropriate mitigating actions.
Strong controls and assurance expertise.
Strong analytical skills.
Lean Six Sigma Practitioner (GB/BB)
Strong data mining skills
Strong analytical ability leveraging SQL
(querying, creating triggers)
Technical skills (procedures and documents
the employee has to be acquainted with):
MS Office (MS Outlook, Powerpoint, Excel,
Word)
Analyzing data in BI tools
Preparing reports and presentations
Using SharePoint services
Windows Vista OS, Internet Explorer browser
Remote access tools
Contact Details: Hewlett-Packard India Sales
Private Limited, 24, Salarpuria Arena, Adugodi
Hosur Road, Bangalore - 560 030
Website: http://www8.hp.com/in/en/jobsathp/index.html