Your Role and Responsibilities:As a Quality Assurance Professional, you will manage the execution of CRM Quality Assurance steps for fee-based services proposals and projects within a business unit, ensuring compliance with the World Wide Quality Assurance/Management Discipline (WWQA/MD). In this role, you will assess and make recommendations to influence the viability, risk, project management, profitability, and customer satisfaction in services solution design and delivery.
Your Primary Responsibilities Will Include:
Execute Quality Assurance Steps:
Manage the execution of CRM Quality Assurance steps for fee-based services proposals and projects, ensuring compliance with WWQA/MD.Assess and Recommend:
Assess services solution design and delivery, making recommendations to influence viability, risk, project management, profitability, and customer satisfaction.Provide Advice and Counsel:
Offer advice and counsel to project managers, line managers, and executives on opportunity bid decisions, risk mitigation and containment, proposal quality, project health, and business management practices and procedures.Review Proposals and Projects:
Conduct independent reviews of fee-based services engagements to ensure compliance with WWQA/MD and identify areas for improvement.
Required Education:
Bachelor's Degree
Preferred Education:
Master's Degree
Required Technical and Professional Expertise:
Role Overview
The Quality Analyst will be responsible for driving quality assurance and continuous improvement across supply chain and service delivery operations using the
Process Maturity Assessment (PMA) framework
. The role focuses on monitoring, analyzing, and improving process quality, compliance, and performance
, while leveraging Lean Six Sigma principles
to deliver measurable business outcomes and enhance customer experience.Key Responsibilities
1. Quality Monitoring & PMA Framework Execution
- Implement and manage the
Prepare-Monitor-Act (PMA)
quality frameworkPrepare:
Define quality standards, sampling plans, scoring criteria, and audit guidelinesMonitor:
Conduct periodic audits, track defects, and evaluate SLA adherenceAct:
Drive corrective and preventive actions, including coaching and process improvements
- Ensure adherence to SOPs, compliance standards, and process governance
2. Process Quality Assurance
- Perform transaction-level quality audits across supply chain processes (Order Management, Provisioning, Logistics, Fulfillment)
- Track and improve:
- First-time-right performance
- Transaction accuracy
- SLA compliance
- Defect leakage and rework
- Identify gaps through
quality scorecards and trend analysis
3. Continuous Improvement & Six Sigma Initiatives
- Apply
Lean Six Sigma methodologies (DMAIC)
to identify root causes of defects and inefficiencies - Lead or support
Black Belt / Green Belt projects
to:- Reduce cycle time and rework
- Improve process capability and consistency
- Enhance productivity and service quality
- Conduct
root cause analysis (RCA), FMEA, and value stream mapping
4. Data Analysis & Insights
- Analyze operational data such as defects, delays, and SLA breaches to derive actionable insights
- Develop dashboards and reports (Power BI / Excel) for:
- Quality trends
- Performance metrics
- Improvement opportunities
- Provide recommendations for process re-engineering and automation
5. Stakeholder Collaboration
- Work closely with delivery teams, transformation teams, and stakeholders to:
- Define quality benchmarks and KPIs
- Share audit findings and improvement plans
- Drive accountability for quality performance
- Participate in governance forums and present insights to leadership
6. Capability Building & Coaching
- Coach operations teams on:
- Quality standards and audit expectations
- Lean Six Sigma fundamentals
- Error prevention techniques
- Support maturity progression from
Aware ?Developing ?Practicing ?Optimizing ?Leading
7. Transformation & Automation Enablement
- Identify opportunities for
automation and digitization
in quality monitoring - Collaborate with digital/IT teams to implement tools and solutions (RPA, workflow tools)
- Support continuous evolution of the PMA framework
Key Skills & Competencies
- Strong knowledge of
quality assurance frameworks and audit methodologies
- Expertise in
Lean Six Sigma tools (DMAIC, RCA, Control Charts, FMEA)
- Analytical mindset with strong data interpretation skills
- Understanding of
supply chain / telecom operations lifecycle
- Strong stakeholder management and communication skills
- Problem-solving and continuous improvement mindset
Preferred Technical and Professional Experience:
- Bachelor's degree in engineering, Operations, Supply Chain, or related field
Lean Six Sigma Black Belt (preferred) / Green Belt (mandatory)
- 5-10 years of experience in quality, process improvement, or operations
Preferred Experience
- Experience in
Telecom / supply chain operations
- Exposure to
PMA or similar quality maturity frameworks
- Knowledge of tools such as:
- Power BI / Excel
- Minitab
- ServiceNow / SAP / Order Management systems
Key Performance Indicators (KPIs)
- Quality scores and defect reduction
- SLA adherence and audit compliance
- Reduction in rework and process variability
- Improvement in process maturity levels
- Successful delivery of improvement initiatives
Value Contribution
- Enhances
quality, compliance, and process maturity
- Drives
continuous improvement and operational excellence
- Improves
customer experience and delivery consistency
Supports
data-driven decision-making and transformation goals
Years of Experience:
5 - 10
