Infosys (Malaysia) Sdn. Bhd.

Analyst, Process and Quality – SELANGOR

Job Description Objective / Purpose of Job

  • Leading and driving a consistent Quality, Process and Change Management for continual process improvement, standardising delivery processes, performing process and quality audits across Global Delivery operations.
  • Ensuring applicable quality management methods are used to support continual improvement activities.

 Key Responsibilities & Key Result Areas

  • Drive Process, Quality and Change Management.  E.g. Customer Experience, Improvement, Post Mortem, KPI Improvement Initiatives and Change Management.
  • Process Improvement
    • Understand the specific Process requirements of the internal/external Customers and gather the required inputs on people, processes and practices, organisation structure and tools
    • Work collaboratively across all departments to ensure business process outcomes are in harmony with an organization’s strategic goals
    • Involve in continual process improvements; define, develop, review, enhance policies, processes and SOPs
    • Understand data-collection analytics, problem solving and metric reporting to build a sustainable quality process
  • Process Audit
    • Enhance audit framework, process and checklists
    • Conduct process audits, surveys and provide independent assessments for process compliance and project governance
    • Manage quality compliance by identifying quality requirements; disseminating standards, policies and procedures; analysing audits, survey results and other quality data; recommending and implementing process improvement plans.
  • Change Management
    • To ensure that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.   
    • Broadcast reminder to stakeholders raising Change Request for CAB    
    • Validate and review internal & external change     
    • Validate and review any breakfix, std and precab change     
    • Check CR Completion Status; prepare the completion status Summary Result Report  
    • Facilitate CAB Meeting, and prepare CAB Reports      
    • Review pending closure and close CR     
    • Prepare and Send Corrective Action (CAR) to requester for unsuccessful CR.

Major Challenge

  • Managing different stakeholders who often have different set of concerns and requirements
  • Working with various teams which does not view quality as important as operations
  • Working with teams and organisations which are generally having low quality maturity level
  • Maintain good relationships with SM and requestors

Job Requirements

  • Diploma, Advanced/ High/ Graduate Diploma, Bachelor Degree or equivalent.
  • Experience in quality assurance or quality control
  • Good working knowledge of Microsoft office programs including Excel, Word, and PowerPoint
  • Excellent English written and verbal communication skills
  • Possess organizational capability and to work across departments
  • Experience in industry quality standards e.g. Six Sigma, Lean, ITSM, eTOM, COPC, ISO
  • 1 year Contract subject to performance renewal.


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