Quality Assurance Lead
Virtela Technology Services Incorporated
Mumbai, India
50d ago

1. PRE-REQUISITE :

  • Strong customer orientation with high focus on Quality
  • Possess telecom / ISP domain knowledge
  • Strong analytical skills in implementation and administration of Quality Assurance metrics for NOC & Service Delivery function
  • Has developed and overseen a continuous quality development program including a comprehensive mentoring strategy
  • Strong interpersonal and problem solving skills
  • Past experience in Operations support role is a major plus

    2. RESPONSIBILITIES :

  • Provide administration and support as Quality Lead to achieve high customer satisfaction and continues improvements in line with the business strategy for NOC and Service Delivery functions
  • Lead internal quality engagement program with Global Operations team at various levels
  • Determining, negotiating and agreeing to quality procedures, standards and / or specifications for Global Operations team
  • Contributing to build processes, best practices and identify tools to improve quality
  • Ensuring that Operational processes comply with the high quality standards and all the KPIs are met
  • Understand and Monitor end to end process work flow
  • Network Operations Center (NOC) and Service Delivery functions
  • Understanding of Incident Tickets, Incident Management, Trouble Tickets Workflow
  • Service Delivery - Provisioning of Circuits and hardware
  • Service Delivery - Installations of new services (circuits), meeting customer delivery dates
  • End to End Order Delivery Management
  • Identify process gaps, execution errors and documentation issues
  • Performing Ticket Audit Analysis and taking corrective actions
  • Create enhanced workflow documents for clear understanding of process
  • Conduct training sessions with team members
  • Build customized training and improvement plan to remediate problems
  • Recording, analyzing and distributing statistical information
  • Build quality metrics and reporting dashboard
  • Track and report KPIs to senior management

    3. TRAINING AND CERTIFICATION REQUIRED FOR JOB

    4. EXPERIENCE :

    Min 8- 10 years relevant experience

    5. EDUCATION :

    Bachelor degree in Electronics / Computers / IT preferred

    6. TECHNICAL AND OTHER SKILLS :

    ITIL process awareness

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