Isha Chhabra
Quality Assurance Analyst
Fredericton,New Brunswick
Summary
As a QA Analyst, I am responsible for identifying high-level test scenarios, review test cases, report and follow-up on resolution of defects. I have been fully conversant and responsible to carry out all QA related tasks as per the defined standards and procedures and deliver in a timely manner. Additionally, I have over 10 years of IT experience and have been conducting internal audits on ISO9k and ISO 20k to identify gaps and raising early warning risks and conducting the root cause analysis and focusing on continuous improvement and sustenance projects to be induced on lean, Neg Gen, Six Sigma frameworks,work on Software Quality checks for Agile and Waterfall projects pertaining to SDLC Trainings & Certifications ISO-9001,ISO-2000,Agile 101, Quality 101.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
IT Quality Assurance Analyst
Wipro Technologies Ltd
Fredericton, New Brunswick
07.2016 - Current
- Work on Change management and SDLC framework and govern each phase for the Quality checkpoints
- Review test Scripts, Test Plans, Traceability matrix
- Work on defect Analysis and Root cause Analysis
- Good hands on tools like Solmen, Asset Management,JIRA
- Select and utilize tools and methodologies to ensure that software tests identify defects and comply with quality standards
- Audited 40+ projects following the Managed Services framework for ISO20000:2011 compliance and ISO 9000:2011 for Development and Maintenance Projects
- Conducted ITIL audits in a monthly basis to ensure adherence to the defined ITIL framework and measure the ITIL maturity of the project
- Ensures that project/department milestones/goals are met and adhering to approved budgets.
- Working closely with business and customers to bridge the gap identified around process compliance and service level Agreement
- Work with customer on a day-to-day basis, understanding the voice of customer and convert the needs into project CTQ’s and execute continuous improvements for improving customer perception
- Lead the sector level initiative of ideathon-inviting ideas and governing it to the completion and sustenance for improving productivity and customer satisfaction and ultimately dollar saving
- Worked with customers during transition and assisted team in making Quality related SOP’s
- Explaining company’s QMS framework and aligning customer processes with company’s processes
- Work with delivery team as partners to achieve the optimum goal of customer satisfaction
- Achieve cost savings annually (through productivity improvement, incident reduction, automation etc.) through Service Improvement Initiatives like Lean, Six Sigma, Kaizen events
- Reporting quality data, dashboard, issues, and noncompliance, improvements to Quality Head/BU heads
- Conduct gating audits for customer deliverables for Development and maintenance projects
Senior Member
Infosys-BPO Ltd
Pune, Maharashta, India
07.2015 - 02.2016
- Identifying training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies
- Planning, implementation and evaluation of professional soft skill development programs for employees as per evolving needs of the business
- Conducting the British Council Certified Program-Project Communic-care at Organization level s
- Content development for the new modules: Leadership Programs & Organizational Development
- Acting as a Functional Manager for Quality Coaches,responsible for their end to end functions(KRA's +feedback methodology)
- Managing the Budget of the team on an annual basis
- Analyzing the reports prepared by quality coaches and preparing the performance Improvement plans for operations
- Closely working with operations (managers & clients) for C-SAT analysis and improvement
- Conducting trainings -Instructional Led & Experiential Learning on various skill and will based modules
- Accomplishing trainer's audit of new trainers, observing and sharing detailed feedback which help the trainers in improving on the training delivery.
Deputy Manager
HCL Technologies Ltd
Noida, U.P. India
11.2011 - 10.2013
- Identifying training needs across levels through mapping ofskills required for different roles and analysis of the existing level of competencies
- Planning, implementation and evaluation of professional soft skill development programs for employees as per evolving needs of the business
- Content development for the new modules: Leadership Programs & Organizational Development
- Acting as a Functional Manager for Quality Coaches,responsible for their end to end functions (KRA's + feedback methodology)
- Closely working with operations(managers&clients) for C-SAT analysis and improvement
- Conducting trainings -Instructional Led & Experiential Learning on various skill and will based modules
- Coordinate & share training need analysis,call monitoring requirements etc
- Conceptualizing & developing training and development initiatives for improved productivity, building capability and quality enhancement
- Undertaking validation & development of courses and training material as well as involved in training evaluation and assessing effectiveness
- Devising and directing Training Planner to the corporate team for Delhi Circle and ensuring that time is maintained and is error free
- Accomplishing trainer's audit of new trainers, observing and sharing detailed feedback which help the trainers in improving on the training delivery
- Conducting the Language assessment during the interview process for the applicants.
Technical Training Analyst
Dell-International Services
Gurgaon, Haryana. India
02.2011 - 07.2011
- Conducting Class room trainings on Voice & Accent, Soft Skills & Behavioral Modules
- Facilitate workshops on all trainings being conducted
- Coordinate & share training need analysis, call monitoring requirements etc to the Project Stakeholders
- Conceptualizing & developing training and development initiatives for improved productivity, building capability and quality enhancement
- Undertaking validation & development of courses and training material as well as involved in training evaluation and assessing effectiveness.
Communication Lead
HCL Technologies Ltd
Noida, U.P. India
01.2007 - 10.2010
- Identifying training needs across levels through mapping of skills required for different roles and analysis of the existing level of competencies
- Planning, implementation and evaluation of professional soft skill development programs for employees as per evolving needs of the business
- Content development for the new modules
- Acting as a Functional Manager for Quality Coaches,responsible for their end to end functions (KRA's + feedback methodology)
- Analyzing the reports prepared by quality coaches and preparing the performance Improvement plans for operations
- Closely working with operations(managers&clients) for C-SAT analysis and improvement
- Conducting Class room trainings on the modules like Voice&Accent(neutral &US), Customer Service and Telephone Etiquette, Communication Skills, Email-Etiquette, US Culture Sensitization etc.
Education
MBA - Information Technology
Symbiosis Centre for Distance Learning
01.2005 - 01.2007
Bachelors - Computer Applications
Punjab University
01.2001 - 01.2004
A.I.S.S.C.E - undefined
M.V.N Sr. Sec. school
Skills
Strong multi-tasking skills
Project management skills
Clear verbal communication skills
Ample experience in implementing corrective/preventive measures
Quality assurance knowledge of tools and methodologies
Certification programs in Six Sigma, Quality Improvement associate and quality auditor
Timeline
IT Quality Assurance Analyst
Wipro Technologies Ltd
07.2016 - Current
Senior Member
Infosys-BPO Ltd
07.2015 - 02.2016
Deputy Manager
HCL Technologies Ltd
11.2011 - 10.2013
Technical Training Analyst
Dell-International Services
02.2011 - 07.2011
Communication Lead
HCL Technologies Ltd
01.2007 - 10.2010
MBA - Information Technology
Symbiosis Centre for Distance Learning
01.2005 - 01.2007
Bachelors - Computer Applications
Punjab University
01.2001 - 01.2004
A.I.S.S.C.E - undefined
M.V.N Sr. Sec. school