Sr. Software Engineer

Process / Project: SAP Product Support Position: Quality Analyst / QMS "Case Handling Quality" Management Continuous Quality checks of support case handled at Product Support (Both proactive and reactive) mostly via defined case Audit Exercise. Assure audit accuracy by conducting regular calibration sessions within team as well as with other stakeholders (Team managers, Quality Manager etc.) Proactively highlighting messages at risk/potential escalations by keeping a close watch on escalation inducing symptoms Feedback and coaching Regular feedback sharing with target audience. (All engineers in general, repeat offenders in particular) Conducting applicable process trainings and quality management refresher sessions periodically. Share Team/Vertical feedback with respective managers with trends. Management Reporting and Floor Communications Ensuring regular publication of reports for senior management showcasing latest quality management scenario. Ensuring regular sharing of QMS scores and trends with all stakeholders. Communicating Quality Management related process updates across the site. Process Adherence and Process Lifecycle Management Keep abreast with Product support Processes and updates. Work closely with Compliance coordinator in maintaining adherence the same and share feedback wherever necessary. Maintain requisite knowledge of standard quality assurance frameworks and methodologies (ISO, ITIL, Six Sigma etc.) Process Improvement Be on constant lookout for process improvement initiatives based on trends observed during regular audits. Assist teams in performing specific analyses/Conduct Focus Audits as per prevailing business requirements. Launch of measures to improve quality and productivity of own sub area Adherence to and influence of guidelines and procedures Key Competencies Excellent verbal and written communication skills Strong analytical and problem solving skills Decision making skills and Teamwork Planning, Organizing and execution for Process Improvement Effective interaction with stakeholders Customer service orientation Open to working in shift