Quality Professional / Quality Assurance / SW Quality Assurance
Quality Professional / Quality Assurance / SW Quality Assurance
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Job Description
Role: Quality Professional
Position Level: Contract
Desired/Preferred Qualifications: / BCA
Experience: 3-7 years of experience in SW Quality Assurance.
1
Quality Planning & Governance
Ensuring that software and service delivery processes meet defined quality standards and align with business objectives. Responsibilities to cover both technical and process-oriented aspects of quality assurance within IT Service Management (ITSM) frameworks like ITIL.
Ensure compliance with organizational policies regulatory requirements and industry standards (e.g. ISO/IEC 20000 ITIL).
2
Process Quality Management
Review and assess service management processes (like Incident Change Problem and Configuration Management).
Identify process gaps inefficiencies and areas for improvement.
Ensure standard operating procedures (SOPs) are documented and followed.
3
Metrics & Reporting
Define and track service quality metrics (e.g. SLA adherence MTTR customer satisfaction).
Create dashboards and reports to communicate performance and compliance status to management
4
Continuous Improvement
Drive process and service improvement initiatives based on audit results root cause analysis and feedback.
Promote adoption of best practices and lessons learned from previous projects
Implement continuous service improvement (CSI) as per ITIL guidance.
5
Stakeholder Engagement
Collaborate with Application Managers Project Managers DevOps and Support teams.
Support change and release management by assessing the quality deliverables
Act as a quality consultant and ensure stakeholder awareness and buy-in on quality practices.
6
Audits & Compliance
Plan and conduct internal quality audits for service management processes and tools.
Support external audits and certification efforts (e.g. ISO 9001).
Manage risk and compliance aspects from a quality perspective.
7
Training & Awareness
Conduct training sessions on quality standards processes and tools.
Ensure the team is aware of quality expectations and how to meet them.
Knowledge and Skills
Supporting Service Management Projects
Certification on ITIL v4 Foundation
Employment Type
Full Time
