What are the responsibilities and job description for the Quality Analyst position at eTeam?
Role: Quality Analyst
Location: Troy, MI
Job Type: Fulltime
Shift: Monday – Friday (Day Shift)
Job Description
Location: Troy, MI
Job Type: Fulltime
Shift: Monday – Friday (Day Shift)
Job Description
- As a Quality Analyst for Automotive Software Product Support, you will be responsible for design of quality form, transaction monitoring for the process, reporting & review, other QMS activities such as identifying pain points in the process .
- Perform Transaction monitoring of the select processes
- Record and consolidate QC scores on a timely basis, identify Root causes appropriately
- Conduct coaching & feedback session for the individual & to the team on a timely and appropriate intervals
- Record CAPA and ensure learnings are shared to the team and
- Participate in calibration sessions, ensure that him/her-self meets the required accuracy scores; Demonstrate improvement trend whenever accuracy target is not met
- Prepare QA scorecards and conduct Coaching & Feedback reviews [weekly, monthly and quarterly]
- Identify overall and analyst level sample size based on historical performance
- Conduct timely review and prepare Monitoring Improvement plan
- Tracking and measuring the transaction monitoring compliance against the sampling target
- Identify areas of process improvement through the monitoring process
- Ensure Process/Product updates are communicated to analyst
- Own and contribute to the management of Complaint/Issue tracking, resolution and analysis.
- Sharing the required deliverables to client/internal stakeholders on-time
- Identify the failure modes or pain points in the process and contribute to creating mitigation plan
- Document and maintain the Complaint tracker, ensure the closure of CAPA & RCA
- Ensure the briefing of Corrective actions/ Learnings to the team from complaints, QC findings etc.
- Any Graduate (3-4 years course) or HS Diploma or GED, bachelor’s preferred.
- 4 years of exp erience in QA with similar project in Automotive software support, customer service
- Proficiency in Automotive hardware and software systems with its functionality, Automotive Diagnostics & Troubleshooting
- Good understanding on Diagnostic Trouble Codes ( DTC), symptom codes, wiring diagrams, connected vehicle systems, electrical systems & infotainment systems
- Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times
- Experience in working and managing communications, with multiple cross-functional teams/stakeholders
- Should have experience in identifying the CAPA, RCA and suggest appropriate actions to the Team Lead/Process Manager
- Team oriented/team player
- Excellent critical and analytical thinking
- Well-versed in providing coaching & feedback to the team to achieve the accuracy target/reduce the errors.
- High attention to detail, and high level of professionalism
- Proactive, self-motivated, self-starter, minimal supervision
- Strong organizational, time and workflow management skills
