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