Service Quality Analyst - Operating Country
Steps Ahead (Pvt) Ltd, Pakistan

- Participates in monthly, quarterly, and annual performance review meetings and helps gauge the effectiveness of the Service Providers’ performance improvement plans.
- Responsible to support and help the Regional Service Quality Manager Client Services to ensure the adherence to Unilever IT Service management process, policies and procedures by the Service Providers.
- Support the engagement of the Service Providers in process performance reviews and process improvement activity to ensure this compliance is maintained.
- Assists in reviewing the need for root cause analysis studies as it relates to operational and non-operational issues.
- Coordinates the root-cause process as appropriate with the Service Providers and leads any Unilever-focused root cause analyses regarding areas for which Unilever is responsible.
- Reports the findings to the Regional Service Quality Manager.
- Advises on the practicality and viability of proposed improvement plans from the Service Providers related to their root cause analysis studies.
- Co-ordinates with the Service Providers on the quality of any SLA reporting
- Assists as required in the capture, logging, and tracking of non-operational issues in areas such as billing issues, performance issues, contract compliance issues and other relationship issues.
- Ensures that the proper Purchase Orders are issued.
- Invoice Verification and Payments Management
- Financial Performance Reporting
- Business Requirements Identification and Liaison

· Supplier Relationship management
· Customer Service Techniques
· Service Level Agreements
· Consultancy
· Problem Management
· Structured Reviews
· Some experience as either a customer or supplier Infrastructure Services so as to be an intelligent customer.
· Experience with the management or operations of outsourcing and third party contracts or with a demonstrated ability to adapt to the outsourcing environment.
· Operations and project management experience is desirable.