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
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