Process Quality Analyst

Company: Wipro
Location: Jefferson City
Posted on: May 9, 2022

Job Description:

Quality Process Analyst - B1/B2

Responsibilities:
Define, Review and Implement the appropriate processes, procedures, guidelines, templates and checklists - includes adherence to Wipro's Quality Processes
Define, Measure and Monitor the metrics around all the Operations Parameters like SLA, KPI, Quality, Business Continuity, ticket backlogs, etc.
Review and approval of change releases / deployments to production
Implement the RAID (Risks, Actions, Issues & Decisions) management process with mitigation and resolutions. Conduct periodic review with team and report to leadership team
Drive customer satisfaction and continual process improvement initiatives using Lean / Six Sigma
Monitor customer complaints, perform Root Cause Analysis (RCA), derive Corrective & Preventive measures and track the actions to closure
Schedule and conduct regular delivery reviews to comply with customer contract and operational parameters
Prepare training materials, conduct periodic training and monitor the effectiveness of trainings
Skills:
Bachelor degree and minimum 2+ years of experience in ITIL, Product / Software Development Lifecycles and Application Management & Support (AMS) processes. As a Quality Process Analyst, you are responsible for definition, implementation and monitoring of Software Quality processes across business unit
Experience in conducting process trainings to teams and customers
Good written, verbal, and interpersonal communication skills
ITIL, Lean and Six Sigma certification would be an added advantage
Exposure in to IT Service Management tools such as ServiceNow

Keywords: Wipro, Jefferson City , Process Quality Analyst, Professions , Jefferson City, Missouri