Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Herbert Lewis

Herbert Lewis

Project Management
Ernakulam

Summary

Strong quality assurance professional with a demonstrated history of working in the information technology and services industry. Skilled in Service Delivery, Contact Centers, Workforce Management, Management, and Process Management. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

20
20
years of professional experience
3
3
years of post-secondary education
3
3
Certifications

Work History

Senior Management Analyst

Conduent
Kochi
07.2023 - Current
  • Ensure the change requests received from customer is completed on time
  • Setup meetings with team members in case there are doubts or questions
  • Followup with team members to request progress for each area
  • Create timeline to share with the customer
  • Contact business to notify when the CR is expected to be billed so it's entered in budget projections.
  • Documentation upload
  • Coordinate with team members to for smooth completion of any internal or external audits or business certifications

Quality Assurance Manager

Conduent
Kochi
10.2021 - 07.2023
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Recorded, analyzed, and distributed statistical information.
  • Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
  • Conducted risk assessments to identify and mitigate potential quality issues.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
  • Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
  • Reduced defects in products by conducting thorough inspections and identifying areas for improvement.
  • Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.

QA Team Lead

Conduent
Kochi
11.2010 - 11.2021
  • Managed resources effectively, ensuring optimal team performance and productivity.
  • Created a culture of continuous improvement within the QA team through regular training sessions and knowledge sharing activities.
  • Mentored and coached team members on QA topics and strategies.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.

Sr. Quality Analyst

Sutherland
10.2007 - 11.2010

Sr. Quality Executive

01.2004 - 01.2007

Education

Computer Science

Govt Polytechnic College, Cherthala
01.1995 - 04.1998

Skills

BPO

Certification

Trained Six Sigma Green Belt - Xerox

Timeline

Senior Management Analyst

Conduent
07.2023 - Current

Quality Assurance Manager

Conduent
10.2021 - 07.2023

QA Team Lead

Conduent
11.2010 - 11.2021

Sr. Quality Analyst

Sutherland
10.2007 - 11.2010

Sr. Quality Executive

01.2004 - 01.2007

Computer Science

Govt Polytechnic College, Cherthala
01.1995 - 04.1998
Herbert LewisProject Management