ACCOUNT QUALITY MANAGER L1

Wipro; Bengaluru; Presencial; INR 1.400.000 - 1.900.000; Jornada completa

Descripción de la vacante

Wipro Limited in Bengaluru, Karnataka is seeking an Account Quality Manager L1 to assure deployment quality for key accounts. The role focuses on preventing customer escalations and driving continuous improvement across projects, working with Delivery Managers and leadership to sustain high CSAT levels.

The position emphasizes early warning mechanisms, process adherence, and knowledge sharing across delivery teams, with responsibility for guiding teams and tracking outcomes throughout the

Formación

• Role focuses on assuring deployment quality for assigned accounts.
• Establish mechanisms to enhance and sustain customer satisfaction.
• Predict and prevent customer escalations and dissatisfaction.

Responsabilidades

• Implement deployment quality strategy for the assigned Accounts.
• Provide inputs in strategy development for assigned accounts considering quality standards and client expectations.
• Review and reallocate priorities to align with the line of business strategy.
• Quality control and customer satisfaction.
• Support annual CSAT survey completion by account customers and project representatives.
• Ensure timely survey completion and address queries.
• Contribute to action planning with clients and Delivery Managers.
• Drive account-wise tracking of action plans for CSAT.

Conocimientos

AI Native

Litigation as a Service

Experience 5-8 Years

Descripción del empleo

Job Title: ACCOUNT QUALITY MANAGER L1 City: Bengaluru State/Province: Karnataka Posting Start Date: 11/1/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role: The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.

Do

• Implement deployment quality strategy for the assigned Accounts
• Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
• Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
• Quality control and Customer satisfaction
• Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
• Ensure completion of survey and address any queries in a timely manner.
• Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
• Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
• Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
• Support the Account Leadership teams for tracking and managing client escalation for closure.

Early Warnings and Business partnership

Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.

Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts.

Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.

Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.

Continuous Improvement

Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources.

Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement.

Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency.

Support the collection of metrics to show the improvements- efficiency / productivity improvement.

Team Management

Clearly define the expectations for the team

Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

Guide the team members in acquiring relevant knowledge and develop their professional competence

Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the teaTrack team satisfaction scores and identify initiatives to build engagement within the team DeliverNo.

Performance Parameter

Quality Control and Customer satisfactionCSAT Score-BU/Account/Portfolio levelProcess Compliance/Exceptions ScoresAudit Coverage percentageSchedule performance ScoresPlanned vs actual project effortResource productivity scoresCapability BuildingNew Employee OnboardingNew Employee CertificationsContinuous ImprovementLean projects implemented per yearProductivity improvement of resourcesContinuous Improvement Processes implemented per yearTeam ManagementTeam attrition %Employee satisfaction scoresCapability Building% trained on domain and location specific skills,% of team trained in necessary leadership skills

Mandatory Skills

AI Native Litigation as a Service .Experience: 5-8 Years .

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.