ACCOUNT QUALITY MANAGER L1

Wipro Technologies; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Wipro Limited is seeking a quality assurance professional to assure deployment quality for assigned accounts, aiming to enhance customer satisfaction and prevent escalations. The role supports CSAT surveys, action planning, and quarterly business reviews with delivery and account leadership, focusing on continuous improvement and preventing dissatisfactions.

The position involves driving early warning mechanisms, KPI dashboards, and upskilling delivery teams in quality management while

Qualifications

• Mandatory skills: Product Management Consulting.
• Experience: 5-8 years.
• Equal Opportunity Employer statement.

Responsibilities

• Implement deployment quality strategy for assigned accounts and monitor client expectations.
• Support completion of Annual CSAT surveys and address queries.
• Drive early warnings and business reviews to prevent escalations.
• Lead and develop delivery teams with targeted training and performance reviews.

Skills

Product Management Consulting

Job description

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.

• 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
  • Team Management
    • Clearly define the expectations for the team
    • Assign goals for the team, conduct timely performance reviews and provideconstructive feedback to own direct reports
    • Guide the team members in acquiring relevant knowledge and developtheirprofessional 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 tea
    • Track team satisfaction scores and identify initiatives to build engagementwithin the team

Deliver

No. Performance Parameter Measure

1. Quality Control and Customer satisfaction

• CSAT Score-BU/Account/Portfolio level
• Process Compliance/Exceptions Scores
• Audit Coverage percentage
• Schedule performance Scores
• Planned vs actual project effort
• Resource productivity scores

2. Capability Building

• New Employee Onboarding
• New Employee Certifications

3. Continuous Improvement

• Lean projects implemented per year
• Productivity improvement of resources
• Continuous Improvement Processes implemented per year

4. Team Management

• Team attrition %

• Employee satisfaction scores

5. Capability Building

• % trained on domain and location specific skills,
• % of team trained in necessary leadership skills

Mandatory Skills: Product Management Consulting.Experience: 5-8 Years.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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.