Job Description

Job Summary-As a QA Lead you will support the respective Engagements (Accounts/Towers) assigned to you in delivering high quality of service for the clients. You will monitor the quality of delivery by performing audits, reviewing various reports, participating in governance meetings, analyzing Client/Onshore feedback etc. and provide inputs to BEX and Delivery leadership team. Based on the assessments and observation, you will work closely with delivery teams to help implement corrective/preventive/improvement action. You will help and support teams in effective implementation of CGI, BU specific and client processes and ensure its adherence. You will help teams prepare for Internal and External audits like ISO, CMMI, SSAE etc. and ensure all required documents/artefacts are maintained and regularly updated. You are required to participate and contribute in deep dive reviews and reports to improve the engagement. Responsibility-oPerform Monthly Process Compliance (SPCI) Audits and share report with detailed observations



Perform Monthly Ticket Quality Audit (TQA) and share report with detailed observations (For Non Service Desk)






Collect performance reports (SLA, KPI and other metrics) from Delivery team and perform analysis






Share the Monthly performance report of the delivery team and analysis to QA SPOC






Perform Root Cause Analysis on the misses from Delivery (E.g. SLA miss, Human Error, Change Failure, Escalations etc.)






Collect, track and report the Corrective and Preventive actions for the above






Conduct weekly Quality Facilitation for delivery teams






Conduct process related trainings as required to help the delivery team






Tracking and reporting of delivery Risks to BEX and delivery leadership team






Perform Deep Dives in areas that need improvement in the engagement supported and share report






Raise Early Warnings to Delivery leadership team to address potential issues in their engagement






Prepare and share Quality Status Report for the engagements supported on Weekly & Monthly basis






Conduct and publish OSAP as per plan and track improvement actions






Track CSAP, and CSAP improvement actions






Prepare teams for Internal Quality Audits & External audits like ISO, CMMI, SSAE etc.






Perform Transition Gate Reviews and report the gate status






Track CSI's, Perform CSI Gate Assessments and report the gate status






Participate in governance meetings (both BEX and Delivery)






Provide KT to new joiners as and when required






Contribute to initiatives that BEX team drives like HEP, CSAP Investigation, Case Studies, Accolades, Major Escalations Reporting etc.






To work extended hours if/when there is any business requirement

Your future duties and responsibilities

Required qualifications to be successful in this role

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