Taniya Sebastian
Bangalore
Summary
Results-driven Senior Quality Analyst with extensive experience at CGI, specializing in quality audits and process improvement. Proven track record in incident management and trend analysis, enhancing operational efficiency. Recognized for exceptional problem-solving skills and awarded for inspiring performance, I excel in driving continuous improvement initiatives and implementing effective SOPs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Quality Analyst
CGI
09.2024 - Current
- Performing incident management, problem management, and change management audits for the assigned engagement.
- Performing reviews for BUPID and IBA.
- Conducting the OSAP survey with the CGI onshore team and reviewing the CSAP survey from the client, I provided the analysis based on the feedback from the client.
- Performing floor audits, SPCI audits, configuration management audits, bridge call audits, and ORT tests for the engagement.
- Driving the Kaizen workshop with leads and managers, conducting the CSI Gate Review for the logged CSIs, and reviewing the case studies.
- Logging Earling warning system, and periscope alert.
- Connecting with engagement managers and directors, presenting the WSR and MSR updates.
- I have been part of the Quality Improvement Council session.
- Tracking the Risk Register, HEP control trackers, skill matrix, and accolades.
- I have completed 2 focus area audits out of 4, which are happening quarterly.
- Performing the trend analysis for IM, PM incidents, and backlogs.
- Received multiple rewards and recognitions: Inspiring Performance Award, Best QA Audit Award.
Quality Analyst
Wipro Limited
01.2018 - 01.2024
- Responsible for the score, performance, and training of five different teams.
- Live and offline auditing of service requests to audit and identify the errors.
- Develops a working knowledge of all process areas, including process flow, major quality attributes, and areas for improvement.
- Giving feedback to operations regarding any deviations in the process.
- Analyze findings from process reviews and develop reports to highlight trends, opportunities for improvement.
- Make recommendations to reduce process variations and eliminate errors.
- Coordinated organizational performance excellence scorecard and goal management.
- Proven ability to identify issues, defects, and recommend solutions.
- Identifies, escalates, and makes recommendations on fraudulent situations through all levels of management in a timely manner.
- Assist in implementing changes or developing procedures (SOPs) for the Quality Assurance evaluation process.
- Working on continuous improvement technique methodologies.
- Completed 2 lean projects (ISILON and RPS Team) for Quality Performance Improvement.
Technical Support Engineer
WIPRO
06.2016 - 05.2018
- Primarily responsible for providing remote support for Isilon products and AppSync systems to customers across.
- Coordination with various vendors, end-user support, and onsite engineers.
- Good at customer handling and satisfaction.
- Resolved production issues that are reported via Service Requests by interacting with end users and business users within the agreed-upon SLA timelines.
- Capability to address critical issues and root cause analysis.
- Good at customer handling and satisfaction.
Education
MCA -
Don Bosco College
Kerala11-2015
BCA -
Kristu Jayanti College
Bangalore04-2012
Skills
- Quality Assurance
- Business Improvement Plan
- Audit processes
- Calibration (Internal/External)
- Quality Improvement
- Implementing SOPs
- Storage support
- Isilon - NAS
- MS Office
- Audit (IM, PM, CM, Compliance Audits and Bridge Audits)
- Process improvement
- Data analysis
- Problem solving
- Change management
- Incident management
- Trend analysis
- Quality audits
- Performance improvement
- Risk and Human Error
Certification
- Lean Practitioner, 01/01/22
- Storage Admin, 01/01/21
- ISM, 01/01/17
- Six Sigma and ITIL
Accomplishments
- Completed 2 lean project for Quality Performance Improvement.
- Received multiple rewards and recognitions: Inspiring Performance Award
- Best QA Audit Award
Languages
- English
- Malayalam
Timeline
Senior Quality Analyst
CGI
09.2024 - Current
Quality Analyst
Wipro Limited
01.2018 - 01.2024
Technical Support Engineer
WIPRO
06.2016 - 05.2018
MCA -
Don Bosco College
BCA -
Kristu Jayanti College