IT Operations Management & Quality (SQA)

Talent Worx

  • Mumbai, Maharashtra
  • Rs. 8,00,000-11,00,000 per year
  • Permanent
  • Full-time
  • 2 months ago
  • Apply easily
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

Talent Worx