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Description
Brennan. Where true performance thrives. At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology. Why join Brennan True performance for our customers starts with a true belief in our people. It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members. True rewards In addition to competitive remuneration, Brennan offers extensive benefits, including: Training and certification bonuses. Culture Awards that recognise excellence. Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors. Vibrant, fun social activities. Discounted hardware and software. An environment that embraces learning and development The Role To drive client and business Service Experience and efficiency outcomes via quality audits, analysis of NPS feedback while also identifying areas for efficiency improvements within the business. To evaluate and implement the quality assurance standards and to support Brennan Voice and Data clients, Brennan IT engineers and staff. Will be responsible to create and analyse quality and efficiency reporting to support business needs and initiatives. Drive continual service improvements with focus to improve the Efficiency and Excellence of Service Delivery as measured by financial efficiency and Client Satisfaction targets The Responsibility Jeopardy management of actions identified via NPS/CSI/Audits/Efficiency Drive Improvement Initiatives aligned to Department/ Organization goals Perform to desired quality/outcomes on assigned and pro-active initiatives in defined timeframes Transactional NPS Target(as per company standards) Real time analysis providing ability to Identify Quality issues Good skills in identifying and communicating root cause from data analysis Good problem-solving skills and keen attention to detail. Key Competencies To succeed in this role, you will have the following experience and competencies. Good listening and analytical and research skills. Intermediate level of knowledge/expertise with software (Microsoft - Word, Excel, PowerPoint, Visio). Drive development of Brennan policies, standards, processes, and procedures, Strong focus approach Intermediate analytical Skills To work within and across team Knowledge of Quality and Lean Tools Good verbal and written communication skills Capable of managing, assisting the team. Ability to coordinate and multi-task effectively Good verbal and written communication skills Ability to learn and apply new skills/technologies Knowledge of ITL concepts, lean, Six sigma, quality tools Working knowledge Transactional Quality audits (Tickets, Calls) ITIL V4.0 foundation certificate. Brennan is an equal-opportunity employer Show more Show less
