QA Lead

3 weeks ago

Thane, India Network Intelligence Full time

Job purpose:

As the Lead of Quality Assurance (QA), you will be responsible for overseeing the development and implementation of a comprehensive quality framework for all service deliveries in alignment with ISO 9001, ISO 20000, and EFQM frameworks. Your primary focus will be on ensuring consistent process efficiency, effectiveness, and compliance across our organization's service offerings. You will work closely with practice leads, technical experts, and operational teams to drive continuous improvement in service delivery and customer satisfaction.

Key responsibilities:

Strategy and Framework Development:

  • Lead the development and implementation of a robust quality framework aligned with ISO 9001, ISO 20000, and EFQM frameworks.
  • Define and standardize SOPs across all service practices (Assessment, PCI, GRC, SOC-MDR, MRA) in collaboration with Practice Leads.
  • Establish and maintain reporting templates and automated reporting tools to ensure consistent and efficient reporting of service delivery metrics.

Performance Measurement and Monitoring:

  • Develop and manage KPI matrices to measure and monitor Service Delivery (Ontime) & Quality performances across all practices.
  • Conduct regular quality reviews of service deliveries and provide actionable insights to improve performance.
  • Monitor the performance of existing quality resources and implement corrective actions as needed.

Compliance and Certification Management:

  • Maintain QMS, ITSM, ISMS, and BCMS certifications by implementing effective controls and conducting periodic internal audits and external certification audits.
  • Ensure adherence to regulatory requirements and industry standards in all service delivery processes.

Process Improvement and Customer Satisfaction:

  • Oversee the customer complaint process, categorization, and escalation matrix development (L1/L2/L3/L4).
  • Drive continuous process improvement initiatives based on customer feedback and internal reviews.
  • Collaborate with cross-functional teams to implement improvements and enhance overall service quality.

Leadership and Team Development:

  • Provide leadership and guidance to the QA team, fostering a culture of excellence, collaboration, and continuous learning.
  • Mentor and develop QA professionals, ensuring they have the necessary skills and knowledge to support organizational goals.
  • Conduct technical QA for the work of others and ensure reports are of a consistently high standard.

Qualifications & Expertise:

  • Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; Master’s degree preferred.
  • Strong knowledge of ISO 9001, ISO 20000, EFQM frameworks, and other relevant quality standards.
  • Experience in developing and implementing quality management systems (QMS), IT service management (ITSM), information security management systems (ISMS), and business continuity management systems (BCMS).
  • Excellent leadership, communication, and interpersonal skills.
  • Strong analytical and problem-solving abilities with a keen attention to detail.
  • Certification in quality management (e.g., Certified Quality Manager, Six Sigma) is a plus.

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