Quality Assurance

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Date: July 21, 2009

Location: New Delhi

Position: Sr. Process & Quality Analyst

Exp:  3+ years

Candidate must be trained/ certified on Six Sigma & ITIL. Should have exposure on SLA analysis, maintaince & definion.

Responsibilities:

• List of activities performed within each responsibility area
• Definition of any new process required to deliver services to the customer as per business requirement
• Revision of any existing process as per changes in business requirement or for improvement in service performance
• Ensuring all processes are having defined speps to be audited, defined samples to audited and defined frequency at which the audit needs to be conducted. There should be a signoff on these with the process owner
• Ensure that all engineers following the process are trained on audit steps as and when the audits steps are gettign defined or revised
• Ensure all audits are conducted as per schedule
• Ensuring all processes are having defined metrics to measure the performance of the process as per business requirement
• Ensure that the frequency of generation of reports are signed off with the process owners are adhered to
• Ensure all reports are delivered as per the schedule
• Ensure that all process are adhering to document management guidelines and are stored live and updated at all times in the central repository
• Ensure that all audit steps are documented as per document management guidelines and are stored live and updated at all times in the central repository
• Ensure that SOPs for all reports and dashboards are documented as per document management guidelines and are stored live and updated at all times in the central repository
• Analyse and identify Improvement areas to help increase productivity
• Analyse and identify Improvement areas to help reduce average Incident resolution time
• Analyse and help improve Incident ratio and reduce incidents through the definition of Problem Management
• Analyse process performance metrics to identify any areas of improvement and drive improvement together with process owner
• Analyse processes to identy any areas of automation in the process and drive automation initiatives together with process owners
• Participare in internal reviews to discuss metrics on performance of processes, understand process owners pain points, identify areas of improvement and drive improvement together with process owner
• Participare in operations reviews with customer to discuss metrics on performance of processes, understand customer pain points, identify areas of improvement and drive improvement together with process owner
• Keeping track of current and forecasted tasks which needs to be delivered by self and team on daily, weekly, monthly and quarterly basis
• Proper estimation of effort required for all tasks
• Identifing gap in resource strength required and work with reporting manager to find a solution such as resource adddition
• Updation of team skill matrix – Assessment of each team member as per the defined frequency to assess skill gaps for each individual
• Signoff on TNI based on the skill gap scores and coordinate with QM/AQM, TTC for impartation of training
• Track application of skills as well as assessment scores of all team members and mentor them for skill development
• Suggest changes in processes to incorporate best practies in order to improve service performance, reduce cost of deliver and enhance customer satisfaction
• Understanding the processes required to deliver the signed of deliverables for the customer
• Understaning of service management tool to be used to deliver services to the customers
• Understanding of methodology of data collection in order to generate service performance metrics for agreed services and processes
• Alignment of processes to Microland & Business standard processes and signoff with the customer on the same
• Definition of metrics to the shared with the customers and signoff on the same
• Training of all resources on processes signed off with the customers
• Training on usage of service management tool required to deliver services to the customers
• Training of data analysts on methodology required to collate data and publish dashboards signed off with the customers

If your are interested, please mail your resume at o_manishad@microland.com

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Date: July 21, 2009

Location: Gurgaon

Experience: 5 – 10 Years

Desired Candidate Profile: Graduate/MBA with 5-6 years of total exp and 1-2 years of managerial exp/ISO 9000 Lead Assessor, Six Sigma Green / Black Belt in a large BPO setup. Excellent Knowledge of ISO 9000. Knowledge on KAIZEN & Suggestion scheme & process orientation

Job Description Overview:

• Excellent Knowledge of ISO 9000.
• Knowledge on Six Sigma tools & techniques.
• Exposure to Six Sigma, 7 QC Tools, Policy Deployment,Extensive work on Problem Solving tools & techniques. Design training and sensitizing programmes

If you are interested, please mail your resume at anshu@creativeindians.com

Contact Anshu at 011-45088685
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