ACCOUNT QUALITY MANAGER L2

Wipro; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Wipro Limited in Bengaluru is seeking an Account Quality Manager L2 to assure deployment quality across assigned accounts and drive continuous improvement. You will lead strategy for quality assurance, monitor CSAT, and coordinate with Delivery Managers to prevent escalations and ensure client satisfaction.

You will implement early warning mechanisms, drive quarterly reviews, and enable upskilling of delivery teams to sustain quality across projects.

Qualifications

• Datastage ETL Testing experience is mandatory.
• 8-10 years of experience in quality assurance roles.
• Experience in managing deployment quality and customer satisfaction.

Responsibilities

• Implement deployment quality strategy for assigned accounts.
• Support in developing strategy considering quality standards and client expectations.
• Lead quality reviews and align priorities with business unit strategy.
• Drive CSAT improvements and ensure timely completion of surveys.
• Collaborate with Delivery Managers and service delivery heads to address issues.
• Develop and track action plans to sustain CSAT across projects.

Skills

Datastage ETL Testing

Job description

Job Title:ACCOUNT QUALITY MANAGER L2City:BengaluruState/Province:KarnatakaPosting 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

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 tea

Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver

Performance Parameter

No.

Measure

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

Capability Building

New Employee Onboarding

New Employee Certifications

Continuous Improvement

Lean projects implemented per year

Productivity improvement of resources

Continuous Improvement Processes implemented per year

Team Management

Team attrition %

Employee satisfaction scores

Capability Building

% trained on domain and location specific skills,

% of team trained in necessary leadership skills

Mandatory Skills:

Datastage ETL Testing

.Experience: 8-10 Years

.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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.