As a QA/Senior QA you will support the respective Engagements (Accounts/Towers) and Sub Business Units assigned to you in delivering high quality of service for the clients. You will monitor the quality of delivery by performing audits, reviewing various reports, participating in governance meetings, analyzing Client/Onshore feedback etc. and provide inputs to BEX and Delivery leadership team. You will also analyze the reports, audits and assessments performed by junior members in the team, coach and mentor them. Based on the assessments and observation, you along with the QA team members assigned, will work closely with delivery teams to help implement corrective / preventive / improvement action. You will help and support teams in effective implementation of CGI, BU specific and client processes and ensure its adherence. You will help teams prepare for Internal and External audits like ISO, CMMI, SSAE etc. and ensure all required documents/artefacts are maintained and regularly updated. You are required to participate and contribute in deep dive reviews and reports to improve the engagement/Sub Business Units. You will work closely with the BEX leadership and contribute to BU level Initiatives and drive improvements
Responsibility-
- Perform Monthly Process Compliance (SPCI) Audits and share report with detailed observations
- Perform Monthly Ticket Quality Audit (TQA) and share report with detailed observations (For Non Service Desk)
- Collect performance reports (SLA, KPI and other metrics) from Delivery team and perform analysis
- Share the Monthly performance report of the delivery team and analysis to QA SPOC
- Perform Root Cause Analysis on the misses from Delivery (E.g. SLA miss, Human Error, Change Failure, Escalations etc.)
- Collect, track and report the Corrective and Preventive actions for the above
- Conduct weekly Quality Facilitation for delivery teams
- Conduct process related trainings as required to help the delivery team
- Tracking and reporting of delivery Risks to BEX and delivery leadership team
- Perform Deep Dives in areas that need improvement in the engagement supported and share report
- Raise Early Warnings to Delivery leadership team to address potential issues in their engagement
- Prepare and share Quality Status Report for the engagements supported on Weekly & Monthly basis
- Conduct and publish OSAP as per plan and track improvement actions
- Track CSAP, and CSAP improvement actions
- Prepare teams for Internal Quality Audits & External audits like ISO, CMMI, SSAE etc.
- Perform Transition Gate Reviews and report the gate status
- Track CSI s, Perform CSI Gate Assessments and report the gate status
- Participate in governance meetings (both BEX and Delivery)
- Present QA reports in various forums like Sub BU meetings, Account review meetings etc.
- Contribute to initiatives that BEX team drives like HEP, CSAP Investigation, Case Studies, Accolades, Major Escalations Reporting etc.
- To work extended hours if/when there is any business requirement
Skills:
- Business Process Analysis
- Business Process Management
- Data Quality Management
- Quality Management
- Lean Six Sigma Green Belt
