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Walk-in in IBM - Quality Analyst - Weekdays-7th Nov 2012 - 5 Opening(s)

Job description

Vacancy Code: ITD_0454818

Vacancy Title:
Quality Analyst- S&RM

Work Location:
Bangalore

Position Summary
Analyze assigned defects experienced by accounts in the pools, to drive quality improvement. Apply defect prevention methodology across accounts within a GDF through the application of root cause analysis (RCA) and other technical methods in collaboration with account SMEs, technical SMEs and other green Team members. Review solutions to ensure full root cause is identified and the solutions are scalable across accounts, pools and geographies.

Primary Job Responsibilities
  • Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs). Ensures solutions are applied to all appropriate configurations.
  • Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports and trouble tickets that occurred within a 90 days historic window period.
  • Under direction of Expert QA member, creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs).
  • Ensures solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
  • Works with Green Team members across the GDF to improve and change the QA / RCA process by seeing if any solutions can be implemented or applicable to other GDF centers.
  • Under direction of Expert QA member, analyzes and interprets financial and business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management/customers.
  • Track SLA metrics.
  • Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
  • Prepares quality metric updates for executives.

QA Roles and Responsibilities
  • Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs). Ensures solutions are applied to all appropriate configurations.
  • Ticket analysis using statistical tools
  • Apply Technology/SL based DPP pillars for analysis
  • Analyze trends and identify investigation opportunities at SL and pool level
  • Trigger investigations and follow through to closure
  • Track FTE/Cost/CSAT or any other benefit to business and clients
  • Create case studies and share best practices with India and global teams
  • Achieve targeted reduction (in a year) in Defect density/ticket volume/FTE/Cost
  • Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports and trouble tickets that occurred within a 90 days historic window period.
  • Trend Analysis of historical data
  • Pareto chart to identify top categories causing issues
  • Do RCA using 5 Why / statistical tool
  • Derive at solutions with the help of SME & drive through implementation
  • Drive solution implementation to all appropriate configurations.
  • Under direction of Expert QA member, creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs).
  • Ticket Quality Review
  • Report out discrepancies and drive improvement actions
  • Create and update KB for all solutions implemented for repetitive issues
  • Contribute to Global Clearing House

  • Works with Green Team members across the GDF to improve and change the QA / RCA process by seeing if any solutions can be implemented or applicable to other GDF centers.
  • Share best practices and case studies in Workshop / Forums
  • Support GDF waves, Global Standard Assessment, Internal PBA Watch List, Global PBA Watch List, GDF Component Maturity assessments

Education, Experience and Skills Requirements
Minimum education: 3 year technical or associates degree in a relevant course of study (e.g. CIS computer information systems, CIT computer information technology)
Minimum experience: 3-5 years experience in process analysis tools, statistical software, performance behavior Analysis and spreadsheets, and knowledgeable on groupware desktop technology.
Preferred experience in applying quality/process analysis in an IT services or manufacturing environment. Certification in Six Sigma(Yellow / Green Belt) is mandatory

Desired Experience - 3 to 5 Years

Total Experience - 3 to 7 Years

Work Timings - AG/ USA Prime Time - (5.30 PM to 2.30 AM)

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