Jan 2023 – Present · 3 yrs 4 mos · Pune District · Hybrid

• Quality Team Lead with expertise in product support projects, dedicated to maintaining the highest standards of technical incident resolution.
• Proficient in conducting thorough audits to ensure compliance with established protocols and enhance customer satisfaction. Committed to optimizing operational efficiency through meticulous quality control practices.
• Engaged in both internal and external audit processes within the project, offering comprehensive training to onboard new team members.
• Conduct one-on-one feedback sessions with engineers to address gaps in adherence to QMS guidelines, ensuring continuous improvement and alignment with organizational standards
• Additionally, certified as an ISO 27001 Lead Auditor, proficient in ensuring compliance with international standards for information security management systems.”
• Recipient of multiple Bravo awards for driving quality improvement initiatives and enhancing project performance
• Risk & Quality Management – Product Support (SaaS | ServiceNow)
• In my current role as a Senior Quality Analyst supporting a SaaS-based product on the ServiceNow platform, I have taken an active role in identifying, assessing, and mitigating operational and service delivery risks.
• Key contributions include:
• Developed and maintained a Risk Register to track and categorize quality, SLA, and compliance-related risks in the product support lifecycle.
• Conducted root cause analysis for recurring support issues, contributing to preventive actions and process refinement.
• Collaborated with support engineers and leads to define mitigation strategies for risks such as delayed escalations, incomplete documentation, and SLA breaches.
• Implemented auditing frameworks and checklists to ensure consistency in service delivery, directly supporting risk reduction.
• Monitored high-priority case trends to proactively identify emerging risks and proposed corrective actions.
• #Six Sigma Green Belt Certified!