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Job Role : Quality Assurance (QA) Lead with ITIL, SQA,ISO 20K,9K, Six Sigma, Auditing etc.

Job Location : Dallas TX

Contract           

Must Have : Software testing background. We are looking for IT infrastructure services quality where the key skills would be around ITIL, ISO 20K,9K, Six Sigma, Auditing etc.

( Only  USC )

Detailed JD

• A Service Quality Assurance Manager (SQA) is responsible for improving Customer Satisfaction through proactive issue identification, ensuring timely resolution of customer complaints, conducting CSAT surveys. He/she is responsible to ensure compliance to governance practices (SDR/MBR & QBR) within the account. Drive Continual Service Improvement Projects (Lean, Six Sigma) to address key account & customer challenges. Drive Quality Assurance to ensure consistent & predictable delivery of services through implementation of Account Quality Plans & Wipro Standardization practices (Eg: DMI). This is a very critical position and involves interaction with customer and Wipro leadership. It contributes to the overall success of the program.

Overall Responsibility:

• Own and drive customer satisfaction, process compliance & continuous service improvement for the assigned account(s)
• Facilitate customer satisfaction surveys (ACSAT & Project CSAT), analyse feedback, develop action plan to improve customer perception and track to closure.
• Ensure ITIL operational process compliance for the program to deliver the services.
• Set up and improve ticket level customer satisfaction (TCSAT) and Deploy ticket audit processes/BOT.
• Own and manage continuous improvement program/themes (SIPs, BVM, Lean Six Sigma)
• Showcase process improvements and present quality parameters to customer on an on-going basis.
• Conduct regular reviews of the account health/ service delivery status and identify critical risks proactively and track it to closure.
• Ensure SLA compliance, facilitate in conducting RCA for SLA misses and action planning.
• Facilitate internal & external audits (ISO9K, ISO20K & CMMI for Services)
• Train and mentor account teams on the process frameworks and improvement methodologies

Required skills & Experience:

• Excellent communication & stakeholder management skills.
• Good analytical & problem-solving skills.
• Prior experience of working in customer facing roles either in Delivery or Quality preferably in Infrastructure Services or Digital Operations.
• Prior experience of working / managing voice processes / customer service support. 
• Experience in implementing ISO standard and previous experience in planning for Audits.
• Prior experience in leading Lean / Six Sigma projects as Lead or a team member.
• Exposure to Lean Six Sigma, ITIL framework

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