Process / Quality Analyst

Process / Quality Analyst

Process / Quality Analyst

Process / Quality Analyst

Stratogent Technology Services Pvt Ltd 3.7(6 reviews)

 4 - 6 yrs

Bengaluru(Cunningham Road)


Job Description


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  • Subject matter for QMS Processes
  • Responsible for internal audits
  • Assist in ITSM (Incident, Requests, Change, Problem, Knowledge Management, Service Catalogue, Service Transition etc.) processes


Key Responsibilities 

Process Management 

  • SME for process excellence and QMS
  • Define, implement, maintain and continuously improve quality standard and processes
  • Assist in getting and maintaining industrial certification (e.g. SOC2, ISO20K etc.)
  • Assist in developing and implementing lean ITSM and project management processes
  • Conduct Internal audit
  • Responsible for drafting process and procedures.
  • Responsible for reviewing customer defined process and conduct conformance checks.
  • Review customer reported issues and customer satisfaction results.
  • Participate in the implementation of process improvement initiatives.
  • Assist teams in implementing lean ITSM and project management.
  • Work towards Quality improvement.


  • Develop and define major and minor characteristics of quality including quality metrics and scoring parameters.
  • Conducts IT Service Delivery/Operation/Process quality Audits.
  • Proactively identify quality issues/gaps and recommend corrective action
  • Interpret performance metrics/threshold requirements as well as non-compliant items/situations, working with the teams to develop resolution steps.
  • Administers problem management process including monitoring and reporting on problem resolution.
  • Ensures compliance with SOP.
  • Supports Continuous Service Improvement initiatives across the teams that promotes process improvement, efficiency enhancements and pinpoints areas that should be improved
  • Participates in special projects as required


  • Must-have Experience and skills:
    1. Must have either of Six Sigma or ITIL certification
    2. Well versed with Lean and Six Sigma practices and implementation
    3. Should have worked in ITSM process and QMS definition and implementation
    4. Prior background in QMS and Assurance audits like SOC/ISO is mandatory.
    5. Must have prior experience in IT Infra company


Salary: INR 5,00,000 - 9,00,000 PA.

Industry:IT-Software, Software Services

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Quality

Role:Quality Assurance/Quality Control Executive

Employment Type:Permanent Job, Full Time

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