Quality Assurance Professional

Role- QA Professional

Experience- 8+ years

Location-Gurugram

Role Overview:

Quality Assurance, Process Governance, and Agile & ITSM frameworks

strategic thinking and operational execution

Key Responsibilities:

Process Governance & Quality Management

• Implement and maintain

  ISO 9001, ISO 20000, ISO 27001, and CMMI

  frameworks across delivery and support functions.
• Drive quality initiatives focused on efficiency, predictability, and measurable client outcomes beyond compliance checklists.
• Conduct internal quality audits and process assessments; ensure effective CAPA implementation.

Agile & ITSM Frameworks

• Champion the

  implementation and governance of Agile practices

  across delivery teams.
• Strengthen

  ITSM processes

  aligned with

  ITIL principles

  , ensuring maturity in incident, change, and problem management.
• Define and institutionalize

  KPI and SLA frameworks

  in consultation with clients and internal stakeholders.

DevOps & Automation Enablement

• Collaborate with delivery and engineering teams to

  implement DevOps best practices

  and ensure process integration across development, testing, and operations.
• Strong understanding of

  CI/CD pipelines

  , automated build-release-deploy cycles, and integration of governance checkpoints within the pipeline.
• Use tooling (e.g.,

  Azure DevOps, JIRA, Jenkins, GitLab, or equivalent

  ) to automate workflows, track compliance, and improve delivery transparency.
• Understanding of static code analyzer tool like SonarQube and its integration with the DevOps process.

Client Feedback & Sentiment Management

• Design and implement

  client feedback and satisfaction surveys

  to measure service effectiveness and identify improvement areas.
• Analyze

  client sentiment and feedback trends

  to derive actionable insights for service quality enhancement.
• Partner with account and delivery leadership to translate feedback into tangible improvement actions.

Performance & Risk Management

• Develop and maintain

  dashboard reporting

  for KPIs, SLAs, and performance trends using JIRA, Freshworks, or BI tools.
• Proactively identify and manage delivery and process risks aligned with

  PMP risk management principles

  .
• Conduct regular governance reviews with internal and client stakeholders to ensure performance alignment.

Tools & Automation Expertise

• Hands-on experience with

  Agile DevOps, JIRA, Zendesk, Freshworks

  , and other ITSM/DevOps platforms.
• Lead Configuration and provides inputs to customize tools for

  workflow automation, dashboard creation, and governance reporting

  .
• Integrate feedback loops and process checks across toolchains for improved operational visibility.

Continuous Improvement & Culture Enablement

• Foster a culture of

  continuous improvement, learning, and collaboration

  across teams.
• Apply data-driven insights to identify gaps and initiate corrective measures.
• Act as a trusted advisor to both delivery teams and clients on process maturity and transformation.