SRM Institute of Science and Technology Interview Questions and Answers

Maintaining balance between operations and quality as a Quality Analyst

• Establish clear quality standards and communicate them to all stakeholders

• Ensure that quality is integrated into all operations and processes

• Regularly review and analyze data to identify areas for improvement

• Collaborate with operations teams to develop solutions that meet both quality and operational goals

• Provide training and support to operations teams to ensure they understand and can meet quality standa...read more

To close a feedback, summarize the key points, thank the person for their input, and provide any necessary follow-up actions.

• Summarize the feedback to ensure understanding

• Thank the person for their input and acknowledge their effort

• Provide any necessary follow-up actions or next steps

• Ask if there is anything else they would like to add

• End on a positive note

Quality parameters are the measurable characteristics that determine the level of quality of a product or service.

• Quality parameters can include factors such as accuracy, reliability, durability, and efficiency.

• They can also include customer satisfaction, adherence to standards and regulations, and cost-effectiveness.

• Examples of quality parameters in different industries include: product safety in the food industry, response time in customer service, and defect rates in manuf...read more

Addressing continuous Dsats involves identifying root causes, providing support, and implementing improvement strategies.

• Conduct a one-on-one meeting with the agent to discuss the Dsats and understand their perspective.

• Analyze call recordings and feedback to identify specific areas of improvement, such as communication skills or product knowledge.

• Provide targeted training sessions or resources to help the agent improve in identified areas, like customer service techniques.

• Set...read more

Disagreements in calibration can lead to misalignment in quality standards, requiring resolution strategies.

• Open communication: Discuss differing viewpoints to understand each party's rationale.

• Seek a neutral third party: Involve an unbiased individual to mediate the discussion.

• Refer to established standards: Use documented guidelines or benchmarks to guide the calibration process.

• Document the disagreement: Keep a record of differing opinions and the resolution process for fu...read more

7QC tools are a set of basic quality tools used for process improvement and problem-solving.

• 7QC tools include Pareto chart, cause-and-effect diagram, flowchart, histogram, scatter diagram, control chart, and check sheet.

• These tools help in identifying and analyzing problems, determining root causes, and implementing solutions.

• For example, a Pareto chart can be used to identify the most frequent defects in a process, while a control chart can be used to monitor process perform...read more

Root cause analysis is a problem-solving technique used to identify the underlying cause of a problem or issue.

• It involves identifying the problem or issue

• Collecting data and analyzing it

• Identifying the root cause of the problem

• Developing and implementing a solution to address the root cause

• Examples include using the 5 Whys technique or Fishbone diagram