Skill Inventory Matrix
Enabler for Internal Mobility Program
Records
| ID | Sector | Division | Department | Unit | Technical Skills |
|---|---|---|---|---|---|
| 5104 | Customer Care | Quality and Performance Analysis | Knowledge of Service Quality & Compliance Tools (ISO 10002 & 10004 Standards, Customer Satisfaction Monitoring) | ||
| 5105 | Customer Care | Quality and Performance Analysis | Knowledge of Process Automation & Workflow Optimization Platforms (Complaint Handling & SLA Management) | ||
| 5106 | Customer Care | Quality and Performance Analysis | Knowledge of quality assurance frameworks and methodologies (e.g., Six Sigma, Total Quality Management, ISO standards). | ||
| 5107 | Customer Care | Quality and Performance Analysis | Knowledge of regulations governing quality and performance in relevant sectors. | ||
| 5108 | Customer Care | Quality and Performance Analysis | Ability to perform process mapping, Lean principles, and root cause analysis to enhance operational processes. | ||
| 5109 | Customer Care | Quality and Performance Analysis | Ability to execute Service Level Agreement (SLA) Monitoring & Performance Benchmarking | ||
| 5110 | Customer Care | Quality and Performance Analysis | Ability to perform data analysis software (e.g., Excel, SQL, Power BI, Python) for extracting and interpreting data. |