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IT Operations Management & Quality (SQA)

Talent WorxMumbai, Maharashtra, India

7 hours ago

Job description

A Service quality analyst (SQA ) is responsible for improving customer satisfaction through proactive issue identification, ensuring timely resolution of customer complaints, conducting CSAT surveys.

Drive quality assurance to deliver consistent and predictable delivery of services through implementation of account quality plans.
Ensure ITIL operational process compliance for the program to deliver the services
Own and manage continuous improvement program / themes (Pragati, Leans, SIPs, Process training)
Showcase process improvements and present quality parameters to customer on an on-going basis.
Drive continual service improvement projects (Lean, Six Sigma) to address key account and customer challenges.
Conduct regular Ticket reviews and publish reports with customer and Wipro.
Ensure Quality KPI compliance.

Requirements

7-8 Years of experience

Working knowledge of ISO 20K, ITIL v4, Siz sigma and Leam concepts (certification preferred)

Knowledge of Quality system management and Process management

Exposure internal and external audit assessment

Very strong written and verbal communication skills

Good in client organization senior management interaction skills.

Prior experience of working in customer facing roles either in Delivery or Quality , preferably in Infrastructure Services

Good analytical and problem-solving skills

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Operation • Mumbai, Maharashtra, India