K Manikya Rao
Senior Process Consultant
Hyderabad
Summary
Process Consultant having 6+ years of experience, well versed with CMMI 2.0, SVC and DEV -ML3, Agile scrum, Quality Audits, Risk management, Metrics and Analysis and process facilitation with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Dedicated to analyzing and resolving defects.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Genpact India pvt ltd
3 2013 - 12.2023
- Conducting the internal Audits across all the projects wrt CMMI 2.0 and reporting the areas of improvements
- Coordinate with the Project teams on identifying and implement the process gaps
- Provide training to the end users on CMMI 2.0 Process areas
- Coordinate with delivery teams and other relevant teams to meet the standard requirements
- Involved in PMO activities on collecting the effort variance metrics across the projects
- Involved in defect tracking and preparation of bug reports
- Knowledge in Configuration management related activities like CMP Review & Update, CM Audit
- Knowledge in ticket creation template update, Tickets creation & Tickets handling in JIRA
- Conducting the Risk assessment for the projects
- Report project quality assurance activities and results
- Knowledge in JIRA tool and creation of the tickets, exporting the reports from JIRA tool
- Member of Process excellence group
- Responsible for defining the process and procedures with regard to organizational projects and support functions
- Knowledge in Dashboards & filters creation in JIRA for all the work products
- Performing the quality audits and reporting the areas of improvements
- Report and escalate non-compliances to the process
- Perform Project risk assessment, by evaluating the project's scope, schedule and delivery
- Involved in collecting the metrics across projects and conduct the analysis on the same
- Overall responsibility is to ensure that Quality Management and Quality Assurance Activities are carried out.
Senior Phone Banking Officer
ICICI Bank Pvt Ltd
02.2007 - 12.2012
- Handled Credit cards, commercial cards, Prepaid cards and Merchant services
- Resolve their queries related to commercial cards
- Products cross selling
- Responsible for resolving the issues related to EDC services
- Handled complaints related to EDC issues
- Tracking the requests of EDC services
- Risks management of cards and merchant services
- Handle the issues related to cards like penal interest, annual charges for North America.
Education
Bachelor's Degree in Commerce -
Osmania University
Skills
- Software Development Lifecycle
- Agile Scrum
- Configuration Management
- Internal Audits
- Strong Communication Skills
- Risk Management
- Team Collaboration
Responsibilities Skills
- Responsible for ensuring that the agreed quality standards within an organization are adhered to and that best practice is put into effect throughout the organization.
- Skilled in maintaining documented information as per standards/Models
- Responsible for the execution of defined processes and planned activities through active involvement in readiness checks and reviews and report and escalate non-compliances to the process.
- Responsible to conduct internal audits on monthly basis
- Responsible to providing support on external audits
- Responsible to review CSAT & Offshore Evaluation and actions are tracked till closure
- Responsible to managing the planning and implementation to address risks and opportunities for the assigned projects
- Responsible metrics collection & analysis
- Responsible for conducting end to end project management reviews
- Responsible to metrics collection, review & analysis
- Responsible to review risks in the projects & ensuring that project team identifying & managing risks regular basis
Key Activities
- Internal Audits: Supporting the projects in understanding and implementing Agile scrum/CMMI 2.0 Model for Internal Audits. Conducting the audits on Quarterly/Monthly basis.
- Metrics collection: Collecting the metrics from the project teams and shares the metric dashboard to the senior management
- Process Health Check: Monthly account reviews Regular health check to identify and fix gaps in the system.
- Documentation Control & Review: Supporting the Project Team in creating, editing, and deleting documents in CM System such as share point tool etc.
- Reviews on CSAT: Coordinating with the Account Teams to initiate CSAT as per timeline Reviews on CSAT score & RCA, Action plans for improvement
Timeline
Senior Phone Banking Officer
ICICI Bank Pvt Ltd
02.2007 - 12.2012
Senior Quality Analyst
Genpact India pvt ltd
3 2013 - 12.2023
Bachelor's Degree in Commerce -
Osmania University