Excellent Job opportunity :: Quality Analyst || Troy, MI || Full Time

Hi,

I hope you are doing well,

This is Karishma and I am a Sr. Recruiter, Talent Acquisition for K-Tek Resourcing. If you are interested and available for the position please feel free to contact me on my number –18329571806.

Please attached the Updated Resume

Client: HCL America

Job Title: Quality Analyst

Location: Troy, MI

Duration: Full Time

Automotive experience is REQUIRED AND candidate must have call center and monitoring/QA experience

Job Description:

● As a Quality Analyst for Automotive Software Product Support, you will be responsible for design of quality form, transaction monitoring for the process, reporting & review, and other QMS activities such as identifying pain points in the process.
● Perform Transaction monitoring of the select processes
● Record and consolidate QC scores on a timely basis, identify Root causes appropriately

● Conduct coaching & feedback session for the individual & to the team on a timely and appropriate intervals
● Record CAPA and ensure learnings are shared to the team and
● Participate in calibration sessions, ensure that him/her-self meets the required accuracy scores; Demonstrate improvement trend whenever accuracy target is not met
● Prepare QA scorecards and conduct Coaching & Feedback reviews [weekly, monthly and quarterly]● Identify overall and analyst level sample size based on historical performance
● Conduct timely review and prepare Monitoring Improvement plan
● Tracking and measuring the transaction monitoring compliance against the sampling target
● Identify areas of process improvement through the monitoring process
● Ensure Process/Product updates are communicated to analyst
● Own and contribute to the management of Complaint/Issue tracking, resolution and analysis.
● Sharing the required deliverables to client/internal stakeholders on-time
● Identify the failure modes or pain points in the process and contribute to creating mitigation plan
● Document and maintain the Complaint tracker, ensure the closure of CAPA & RCA
● Ensure the briefing of Corrective actions/ Learnings to the team from complaints, QC findings etc.

Qualifications:
● Any Graduate (3-4 years course)
● 4+ years of experience in QA with similar project in Automotive software support, customer service
● Proficiency in Automotive hardware and software systems with its functionality, Automotive Diagnostics & Troubleshooting
● Good understanding on Diagnostic Trouble Codes ( DTC), symptom codes, wiring diagrams, connected vehicle systems, electrical systems & infotainment systems
● Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times.

Key Skills:

● Team oriented/team player
● Excellent critical and analytical thinking
● Well-versed in providing coaching & feedback to the team to achieve the accuracy target/reduce the errors.
● High attention to detail, and high level of professionalism
● Proactive, self-motivated, self-starter, minimal supervision
● Strong organizational, time and workflow management skills