Lead Quality Assurance Analyst
Tata Consultancy Services (TCS)
مجموع سنوات الخبرة :14 years, 3 أشهر
• Monitoring, creating, and tracking various IQMS reports, like COQ, Defect Log, Fishbone analysis, Episode Interactions, TNA, CAPA, RCA reports for review by top management and stakeholders.
• Managed multiple, large-scale client and business initiatives through cross-functional teams. Ensured operations, processes, and procedures that affect process quality and/or integrity comply with IQMS ISO 9001:2000.
• Supported functional leadership by gathering and analyzing Quality information, programs, and initiatives, monitored and analyzed processes outputs. Increased process QAPR from 95% to 97.3% kept it consistent for Q3 and Q4.
• Developed Macro based notes template and shared across the process to reduce defects on documentation. Defects reduced from 125 Q1 to 32 in Q3, resulting in a 70% reduction in documentation error.
• Calibrated calls with Team Leaders and external stakeholders to identify the areas of improvement and to determine the final decision for business-standard.
• Published weekly culture bulletins, process, culture, and communication updates. Shared across 5000+ employees under client Telstra and coached 15 new advisors for a pilot process.
• Managed and drove bottom-line improvements in Quality performance in line with business objectives.
• Created training materials, goals, objectives, visual management in creating a Lean process society.
• Managed the customer-centric operations and advocated CSA by achieving delivery & service quality norms. Consistently targeted personal quality score at 98%.
• Identified and implemented strategies to improve the quality of service, productivity, and profitability of the organization.
• Collaborated with supply chain, technicians & logistics to continuously monitor SLA with over 10000 customers.
• Analyzed the data and summarized the customer’s profile using procedures generated by the corporate team and made recommendations based upon the same.
• Built internal relationships and worked closely with the senior leaders to ensure that the Customers’ requirements are understood and commitments are met. Supervised a team of 15 associates.
• Worked as a bank credit controller with an emphasis on debt reduction, credit improvement, and up-selling of company services to enhance customer relations. Maintained AQS at 98%.
• Assessed customer credit reports and applied collection techniques that gave superior results while maintaining the integrity of relationships with clients, achieved a 76% team recovery rate on delinquent accounts.
• Exceeded monthly sales target by maximizing the profitability of team net sales. Increased team sales by 112% within three months of going live.
• Planned and prepared promotional material to increase sales of products or services, working with leaders, company officials, and various departments. Trained 30 New Hires into the upsell process.
• Investigated and recommended 5-10 optimal shipping options and coordinated with multiple vendors and provided administrative support and updated reports to senior executives.
• Reorganized 2 warehouse inventories and store files. Updated necessary changes as required.
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