Job Profile: Quality Analyst - Coordination and Subject Matter Expert in Global Support Alignment
Main Mission: This role is pivotal in global support coordination, adding value through data
insights, regional procedure alignment, and cross-regional service quality. It encompasses SAP
Business Applications and INFRA support, ensuring coherent, high-quality service across MEIA, EUR,
AMER, LATAM, and SEAO.
Key Responsibilities
1. 360° Vision and Cross-Functional Project Management: Oversee support, training, and
project activities with a holistic view, ensuring a cohesive, consistent approach. Engage
stakeholders in support optimization and continuous improvement using dashboards and
Want more jobs like this?
Get jobs in Geneva, Switzerland delivered to your inbox every week.
detailed reports to drive effective decision-making.
2. Global Coordination and Data-Driven Value: Foster alignment across regions by tracking
and analyzing metrics like ticket reassignment rates and service quality benchmarks,
promoting data transparency and value across Richemont's global teams.
3. Standardized Process Alignment: Harmonize procedures across MEIA, EUR, AMER, LATAM,
and SEAO regions, ensuring a streamlined, efficient response to support needs and
minimizing inconsistencies.
4. SAP and Business Application Expertise: Provide expert guidance on SAP modules (Retail,
Finance, OTC, PTP, LE, HR, AUTH etc.) to maintain high-quality support and leverage global
metrics for strategic improvements.
5. Knowledge Development and Continuous Improvement: Drive ongoing updates in KB
articles and training materials, applying data insights to foster L1 agent alignment and
productivity.
6. Support Quality Metrics and Reporting: Use ticketing data to establish KPIs and track interregional support consistency, targeting improvements where metrics indicate potential
enhancements.
7. Training and Academy Development: Lead the development of a global academy to
standardize agent onboarding and training, equipping teams with essential skills to ensure
productivity across all regions.
8. Process Innovation and Automation: Collaborate with automation teams to integrate
innovative solutions in ServiceNow, such as automated quality controls and triggered
training sessions, optimizing support operations.
Required Skills
• Analytical and Data Skills: Ability to interpret and apply support metrics (ticket quality,
reassignment rates) for enhanced process alignment.
• Coordination and Cross-Team Communication: Strong ability to coordinate effectively
between teams across regions, ensuring cohesive action and communication.
• Teaching and Communication: Expertise in delivering constructive feedback and
encouraging knowledge sharing.
• Bilingual English/French: Required for effective international collaboration
About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through the many next of their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise and ideas from our innovation ecosystem.
Visit www.infosys.com to see how Infosys can help your enterprise navigate your next.
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer