Quality governance framework

• Define and institutionalize Fulfil quality standards, process markers, audit checklists, scoring methodology, and governance cadence.

• Create a standardized process quality score covering coverage, cycle time, defects, rework, automation index, compliance, and customer impact.

• Ensure QA involvement in all major Fulfil change interventions, system changes, and process redesign discussions before rollout.

Process download to functional team / CFT, audits and assurance

• Conduct structured Process downloads to teams in fulfil, conduct audits across critical stages from, order validation, feasibility, provisioning, installation, testing, closure, billing handoff, and post-fulfil hygiene.

• Identify process gaps, manual interventions, compliance deviations, data quality issues, handoff failures, and customer-impacting risks.

• Publish audit observations with severity, ownership, target closure date, control gaps, and preventive action requirements.

Root cause analysis and corrective action

• Lead RCA for repeat defects, delayed orders,



hold reasons, rework, failed closures, billing mismatches, customer escalations, and avoidable exceptions.

• Drive CAPA closure with transparent owner accountability, evidence-based validation, and recurrence-prevention controls.

• Convert audit findings into actionable improvement charters with defined benefits and measurable impact.

Process excellence and automation

• Partner with Fulfil, IT, Product, Commercial, Sales, Governance, and field teams to simplify processes and remove non-value-added steps.

• Identify digitization opportunities for workflow automation, system controls, stage-gate governance, exception handling, and dashboard automation.

• Promote first-time-right execution through preventive controls, validation rules, and process discipline.

Quality scorecards and leadership reviews

• Build and publish QA scorecards, red-amber-green dashboards, risk heatmaps, action trackers, and

📌 Quality Lead (Navi Mumbai)
🏢 Tata Teleservices
📍 Navi Mumbai