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Job Description:
Quality Monitoring & Evaluation
.Review and assess service desk tickets (Incidents, Changes, Problems) for compliance with SLAs, KPIs, and ITIL standards.
.Evaluate customer interactions (calls, chats, emails) for quality, accuracy, and professionalism.
.Identify process gaps and recommend improvement areas.
Developing and Implementing Quality Assurance Strategies:
. Collaborate with cross-functional teams to create robust quality assurance policies and procedures.
. Establish guidelines for product development, testing, and release processes.
Product Inspection and Testing:
. Perform rigorous quality tests, including functional, performance, and reliability assessments.
. Identify defects, deviations, and areas for improvement.
Root Cause Analysis and Corrective Actions:
. Investigate quality issues and determine their root causes.
. Propose corrective and preventive actions to enhance product quality.
. Collaborate with production and engineering teams to implement necessary changes.
Process Audits and Compliance:
Conduct regular process audits to ensure adherence to quality standards.
. Monitor compliance with industry regulations, safety protocols, and best practices.
. Maintain accurate documentation of audit findings.
Supplier Quality Management:
. Evaluate and qualify Vendors based on quality criteria.
. Collaborate with vendors to improve their processes and product quality.
. Monitor Vendor performance and address any quality-related issues.
Continuous Improvement Initiatives:
. Drive continuous improvement efforts across the organization.
. Implement quality control tools such as Six Sigma, Lean, or Total Quality Management.
. Foster a culture of quality consciousness among team members.
Training and Skill Development:
. Develop training programs for employees involved in quality assurance.
. Keep the team updated on industry trends, emerging technologies, and best practices.
Data Analysis and Reporting:
. Collect and analyze quality data using statistical methods.
. Generate comprehensive reports on quality metrics, defect rates, and trends.
. Present findings to management and recommend actionable insights.
Requirements and Skills:
- .Experience and Qualifications:
. Bachelor’s degree in a relevant field (e.g., Quality Management, Engineering, or related discipline).
. Proven work experience in quality assurance or a related role.
. Certifications such as Certified Quality Auditor (CQA) or Certified Quality Engineer (CQE) are advantageous.
. Total Exp 5-8 Years core experience in core Process Delivery
. ITIL V3 Intermediate / ITIL 4 Certified
Technical Competencies:
. Proficiency in quality management systems (ISO 9001, ISO 13485, etc.).
. Familiarity with quality tools (FMEA, Control Charts, Pareto Analysis, etc.).
. Knowledge of statistical analysis software (e.g., Minitab, JMP).
.Strong analytical, communication, presentation and reporting skills
.Should have excellent command over ITIL practices, SLM, SIEM, Report Designing.
Soft Skills:
. Excellent communication skills (both written and verbal).
. Strong problem-solving abilities.
. Attention to detail and a commitment to precision.
. Ability to work collaboratively in a team environment.
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