Title:  Process & Quality Assurance Analyst 1 1

PROCESS ANALYST

Tasks, Duties & Responsibilities:

• Process Improvements/ Standardization/ Re-engineering
• Time and Motion Studies/ Performance Metrics and Standards Setting
• Assistance in the delivery of SMITS internal projects/quality programs
• Time Accounting Administration
• Customer Satisfaction (CSAT) Survey Administration, Analysis and Reporting
• Information Asset Library (IAL) Administration
• Templates Creation, Review and Standardization
• Process Compliance Reviews/Audits (not yet started)
• Process Support
• QMS Implementation and Maintenance

 Specific Roles:

Process Improvements:

• Analyze current processes, recommend improvements, implement approved standard processes and monitor effectiveness of deployed processes
• Conduct Time and Motion Studies for the establishment of AHTs, productivity targets and FTEs
• Develop and maintain Process Manuals/document standard processes (policies, procedures, guidelines, templates) in accordance with standard documentation guidelines
• Develop and maintain standard proposal templates
• Maintain process documentation in the Information Asset Library (IAL)
• Provide process trainings as needed
• Provide process support and administrative functions

 Time Accounting/ Chronos Administration

• Create chronos codes for approved client engagements/internal projects
• Generate Time Accounting Reports on compliance, utilization, and productivity based on time tracking system data
• Configure and maintain Timekeeping system parameters/ master data
• Provide timekeeping access to Project Managers/Project Leads/Support Leads
• Generate chronos interface data files for SMITS Financials
• Provide support on chronos inquiries/issues/concerns
• Conduct high level training to new employees on the timekeeping system

 Customer Satisfaction (CSAT) Survey Administration, Analysis and Reporting

• Prepare Respondents Database
• Release CSAT survey forms to respondents
• Record/consolidate and report ratings/comments
• Coordinate with functional groups on action plans for release to clients
• Prepare CSat Survey Feedback Forms
• Prepare CSAT Status Reports and Annual Report

Information Asset Library (IAL) Administration:

• Maintain an organized IAL structure for information assets
• Ensure an updated Information Asset Library (IAL) for process documents at all times
• Ensure correct versioning and filename structure of work products in the IAL
• Coordinate with Technical Team/System Admin for IAL issues/concerns·

 Process Compliance Review/ Audits: (not yet started)

• Prepare Process Compliance Plan/ Schedule
• Conduct process compliance reviews/ audit
• Prepare Process Compliance Reports with recommended actions for non-compliant items
• Monitor status of audit action items until closure
• Maintain/update the Process Compliance Audit Checklists based on revised processes

Quality Management System Implementation and Maintenance:

·       Ensure implementation and maintenance of the Quality Management System (QMS) related activities and programs across the organization

·       Generate monthly and annual reports in preparation for management review and audit

·       Ensure effective implementation and compliance with the QMS Standard and QMS program to the operations group

-          Document Control:

·       Serve as Document Controller to the operations group

·       Conduct/facilitate process mapping and process documentation to the operations group

·       Ensure documents are updated, controlled, and adequately organized in the repository.

·       Provide support in the documentation of processes and creation of work instruction

·       Identify improvements in the Document Control Process

·       Generate monthly and annual reports

-          Records Management:

·       Provide support in managing records management of the operations group

·       Ensure implementation of compliance with retention policy and manage records list

·       Identify improvements in the Records Management Process

-          Customer Satisfaction (CSAT):

·       Provide support in managing CSAT responses

·       Provide technical assistance in the identification and creation of an action plan

·       Conduct/facilitate Root Cause Analysis if needed.

·       Ensure complaints are filed in the corrective action list

·       Track the effectiveness of the action plan

·       Identify improvements in the CSAT Process

·       Generate monthly and annual reports

-          Internal Quality Audit:

·       Conduct Internal Quality Audit of operations

·       Provide support in preparation for Internal and External Quality Audit

·       Conduct/facilitate Mock Audit / Gap Analysis as necessary

·       Identify improvements in the Internal Quality Audit Process

·       Generate monthly and annual reports

-          Corrective Action:

·       Conduct/facilitate the creation of a Corrective Action Report and Root Cause Analysis.

·       Provide technical assistance in the identification and creation of an action plan

·       Track the effectiveness of the action plan identified

·       Identify improvements in the Corrective Action Process

·       Generate monthly and annual reports

-          Risk Management:

·       Provide support in risk management for the operations group

·       Conduct/facilitate Risk Identification, Risk Assessment, and Risk Mitigation.

·       Provide technical assistance in identifying and creating action plans

·       Monitor action plans in risk-identified

·       Generate monthly and annual reports

-          Continuous Improvement:

·       Analyze Process Improvement suggestions vs current and standard processes

·       Conduct/facilitate process improvement activities for operations

·       Identify process improvement suggestions for operations

·       Manage process improvement project of operations

·       Provide process improvement training to the operations group

·       Generate monthly and annual reports

Others:

Perform other duties that may be assigned from time to time