Isha Chhabra

Working as a Quality Assurance Manager (key member of scrum team-Agile & waterfall Projects)and is responsible for adherence to contract signed with the customer and end to end governance pertaining to service level agreements, forecasting risks, creating an early warning alert and forming a mitigation plan. Working closely with Product owner with respect to Sprint planning, Retrospectives and sprint release while helping to deliever MVP with -in budget and in-time . Have worked with different verticals and domain of business (retail, banking, consumer). Worked in HR (as training professional) and operations as Quality Assurance manager hence have understanding of soft skills, scope of operations and quality checkpoints.
⦁ Leverage the Scrum master dashboard metrics for decision making activities, presenting the information to others as required. Continue to provide feedback and ideas on improving the dashboard and driving a fact-based approach to decision making
⦁ Ensure Epics/Features are reflected accurately for a specific piece of work so that status tracking can be done accurately.
⦁ Facilitate specific agile ceremonies:
⦁ Team Demo’s
⦁ Retro’s
⦁ Daily Standups
⦁ Dependency Huddle
⦁ Sprint Planning Meetings
⦁ Capture, track and remove team blockers, escalating as needed.
⦁ Capture, track and manage funnel and/or initiative specific RAID (risk, agreement, issue, decision) items. Escalate as needed.
⦁ Conduct gating audits for customer deliverables for Development and maintenance projects.
⦁ Works 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
⦁ Selects and utilizes tools and methodologies to ensure that software tests identify defects and comply with quality standards.
⦁ Drafts, revises and approves test plans and scripts.
⦁ Ensures that project/department milestones/goals are met and adhering to approved budgets.
⦁ 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
⦁ 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.

• 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)
• Manging the Budget of the team on an annual basis
• Analysing 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.

• 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 developmentprograms 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 toend 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 ensuringthat 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.

• Conducting Class room trainings on Voice & Accent, Soft Skills & Behavioural 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.

• 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 developmentprograms 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 toend 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.