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Virtusa
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Senior Consultant

Senior Consultant

Virtusa

4 - 11 years

18 - 20 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

business process rca data analysis bss analytical customer complaints continuous improvement operations pareto analysis sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role description
To identify investigate and resolve the underlying causes of business process failures customer complaints or operational inefficiencies The role ensures that corrective and preventive actions are implemented to improve performance reduce risk and enhance customer satisfaction Key Conduct thorough root cause investigations using structured methodologies e g 5 Whys Fishbone Ishikawa Fault Tree Analysis Collaborate with cross functional teams to gather data validate findings and implement corrective actions Document findings in clear concise RCA reports with actionable recommendations Monitor the effectiveness of implemented solutions and track recurring issues Support continuous improvement initiatives by identifying systemic issues and trends Present RCA findings to stakeholders including senior management with clarity and impact Maintain RCA logs dashboards and knowledge bases to support organizational learning Skill Profile Technical domain Skills Proficiency in RCA tools and techniques e g 5 Whys Pareto Analysis FMEA Fishbone diagrams Strong analytical and problem solving skills Experience with data analysis tools Excel Power BI SQL or similar Storytelling and documentation skills Telecom OSS BSS stack understanding BT prior experience with some product or system knowledge will be preferrable Soft Skills Critical thinking and attention to detail Strong communication and presentation skills Ability to influence and collaborate across departments Stakeholder management and facilitation

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Virtusa

Information Technology and Services

Southborough

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Senior Consultant