NA Service Process Quality Analyst

Job ID


The Business Process Analyst, Advisor for NAR Managed and Support Services is responsible for the integrity of Zebra’s service delivery business processes in North America and Latin America.  They ensure our business is run effectively, efficiently, and in support of delivering against our commitments internally and externally to our customers, partners and regulatory bodies.  This role works autonomously, but in close collaboration with service repair operations, contracts administration, reporting teams, suppliers, and extended quality teams, to identify and execute opportunities for improved operational performance and increased customer satisfaction.



  • Plans, performs and implements process improvement initiatives using industry best practice quality methodologies, such as Lean or Six Sigma. Projects may span multiple MSS functions or other business units; may require significant cross functional alignment or involvement. Assignments may involve designing processes from scratch or improving existing processes.
  • Works proactively to identify and suggest opportunities to improve process effectiveness and efficiency across the service delivery lifecycle.
  • Designs and builds measurement systems to quantitatively assess process performance and defect rates.
  • Builds and/or refines OBIEE reports to reveal quantitative insight into the service delivery process.
  • Conducts root cause analysis of process failures.
  • Uses quantitative data and qualitative process assessment to identify current challenges; sets desired improvement outcomes and develops recommendations.
  • Documents agreements and owns drafting and revision of new / updated business processes in assigned business unit
  • Oversees execution of process improvements and measures success.
  • Understands upstream, downstream and work tools impacts to process change. Can recommend solutions to minimize impacts.
  • Collaborates with customer facing teams to maintain an understanding and appreciation for the customer experience, relative to repair, and drive process and system improvements to increase help improve the overall customer experience. 
  • Collaborates closely with IT organization to ensure systems are designed/enhanced to meet the needs of the service delivery business.
  • Represents Managed and Support Services within the Master Data Management Governance forum; identifies and drives needed MDM changes to ensure optimal service delivery operations function
  • May train incumbent employees in new process flow / requirements.
  • Measures and reports on success of new / revised processes. Reporting may include presentations to mid to senior level audiences.
  • Provides consultation on the use of re-engineering techniques to improve process performance and product / service quality.
  • Performs cost and benefit analyses.
  • May coach / mentor or oversee the work of less senior Business Process Analysts, acting as a resource and escalation point.
  • Utilizes statistical analysis and appropriate stat tools to perform quality analytics.

Activities and Deliverables

  • Business Process Analysis / Process Flow Diagrams
  • Process design and engineering
  • Reports & Data Analyses
  • Business Case Analyses
  • Quality Project & Program implementation
  • RCA / Fishbone Analyses
  • Failure Modes Analyses
  • Business Requirements Documentation

Key Relationships and Interactions

  • Service Delivery Operations Team
  • Repair Operations Suppliers
  • Service Contracts Administration Team
  • Customer Service Technical and Non-Tech Support Team
  • Services Portfolio Team
  • Global Process Owners
  • Services Leadership Team
  • Information Technology
  • Field Services
  • Reporting
  • MDM Team


Skills and Characteristics

  • In-depth knowledge of the Zebra MSS Service Delivery model
  • Knowledge of delivery operations processes, systems and tools
  • Demonstrated ability to successfully drive continuous improvement programs in a complex, cross-functional environment
  • Strong written and verbal communication skills, and professional demeanor appropriate for key customer interaction, including senior level interaction
  • Strong facilitation skills, including conflict management
  • Demonstrated expert knowledge/experience using basic change management principals and approaches. Formal training preferred.
  • Minimum of 8+ years of related and relevant business experience
  • Master’s degree strongly preferred
  • LEAN Six Sigma Blackbelt certification preferred, or in progress

Additional Requirements

  • Ability to travel to Zebra internal/external repair depot locations, as required (up to 25%)
  • Participation in quality forums, as appropriate

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