To identify areas of improvement & solutions to improve Customer Experiencethrough the analysis of SLA’s, KPI’s, Shift Left, CSAT & Root Causes for issues
Analysis Perform ticket/call/report analysis on failures related to Scope, Knowledge,Access, and Human Error Identify knowledge gaps (training, process, personal improvement) Identify shift left opportunities through ticket analysisIdentify opportunities to improve productivity/efficiency through ticket analysis Identify root cause through analysis and making recommendations for resolutionof Problems Transform analysis of the above into action plans
Documentation/Processes Identify documentation gaps through analysis Identify process optimization opportunities through analysis Report gaps to Process/Document SME
Training Support Measure and report the impact of training on KPIs Work with Training SME to transform analysis findings into training materials
