Designation : Quality AnalystWalk-in Weekdays-7th- Nov-12 - 5 Opening(s)Job Description
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Quality Analyst
Vacancy Code
ITD_0454818
Vacancy Title
Quality Analyst- S&RM
Work Location BangalorePosition Summary Analyze assigned defects experienced by accounts in the pools, to drive quality improvement. Apply defect prevention methodology across accounts within a GDF through the application of root cause analysis (RCA) and other technical methods in collaboration with account SMEs, technical SMEs and other green Team members. Review solutions to ensure full root cause is identified and the solutions are scalable across accounts, pools and geographies.
*Primary Job Responsibilities
Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs). Ensures solutions are applied to all appropriate configurations.
Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports and trouble tickets that occurred within a 90 days historic window period.
Under direction of Expert QA member, creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs).
Ensures solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
Works with Green Team members across the GDF to improve and change the QA / RCA process by seeing if any solutions can be implemented or applicable to other GDF centers.
Under direction of Expert QA member, analyzes and interprets financial and business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management/customers.
Track SLA metrics.
Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
Prepares quality metric updates for executives.
QA Roles and ResponsibilitiesCreates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs). Ensures solutions are applied to all appropriate configurations.
Ticket analysis using statistical tools
Apply Technology/SL based DPP pillars for analysis
Analyze trends and identify investigation opportunities
at SL and pool level
Trigger investigations and follow through to closure
Track FTE/Cost/CSAT or any other benefit to business and clients
Create case studies and share best practices with India and global teams
Achieve targeted reduction (in a year) in Defect density/ticket volume/FTE/Cost
Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports and trouble tickets that occurred within a 90 days historic window period.
Trend Analysis of historical data
Pareto chart to identify top categories causing issues
Do RCA using 5 Why / statistical tool
Derive at solutions with the help of SME & drive through implementation
Drive solution implementation to all appropriate configurations.
Under direction of Expert QA member, creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs).
Ticket Quality Review
Report out discrepancies and drive improvement actions
Create and update KB for all solutions implemented for repetitive issues
Contribute to Global Clearing House
Works with Green Team members across the GDF to improve and change the QA / RCA process by seeing if any solutions can be implemented or applicable to other GDF centers.
Share best practices and case studies in Workshop / Forums
Support GDF waves, Global Standard Assessment, Internal PBA Watch List, Global PBA Watch List, GDF Component Maturity assessments
Education, Experience and Skills Requirements Minimum education: 3 year technical or associates degree in a relevant course of study (e.g. CIS computer information systems, CIT computer information technology)
Minimum experience: 3-5 years experience in process analysis tools, statistical software, performance behavior Analysis and spreadsheets, and knowledgeable on groupware desktop technology.
Preferred experience in applying quality/process analysis in an IT services or manufacturing environment. Certification in Six Sigma(Yellow / Green Belt) is mandatory
Desired Experience - 3 to 5 Years
Total Experience - 3 to 7 Years
Work Timings - AG/ USA Prime Time - (5.30 PM to 2.30 AM)
Desired Profile
Please refer to the Job description above
Industry Type
IT Software, Software Services
Role
Quality Assurance/ Quality Control Manager
Functional Area
Application Programming, Maintenance
Education
UG - Any Graduate
PG - Any PG Course
Work Location Bengaluru/BangaloreKeywords : Quality Analyst, QA, Quality Assurance
Contact
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