IT Operations Management & Quality (SQA)

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