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