QUALITY ASSURANCE (QA) LEAD L1

Wipro; Maharashtra; Presencial; INR 800.000 - 1.200.000; Jornada completa

Descripción de la vacante

Wipro in Maharashtra seeks an experienced Quality & Compliance Specialist to ensure process adherence across an account. You will lead audits, track quality metrics, and drive improvements with the delivery team.

The role requires 3–5 years of experience in quality management, strong analytical skills, and the ability to coordinate with auditors and stakeholders while developing SOPs and training. Join a large digital transformation partner focused on compliance excellence and operational

Formación

• Mandatory Skills: Quality Management.

Responsabilidades

• Track and review the process quality through audits.
• Develop audit plans as per SOP and allocate reviews to analysts.
• Monitor audits to ensure they follow the plan.
• Review audit data to identify trends and performance gaps.
• Prepare reports for internal leadership and client review.
• Identify best practices and work with delivery teams to deploy improvements.
• Coordinate with external auditors (CMMIE and others) and internal teams to develop SOPs and compliance registers.

Conocimientos

Quality Management

Descripción del empleo

͏

The purpose of this role is to ensure compliance and quality of the process within an account.

͏

Job description:

Job Description

Role Purpose

The purpose of this role is to ensure compliance and quality of the process within an account.

The purpose of this role is to ensure compliance and quality of the process within an account.

Do

• Track and review the process quality through audits
  • Develop audit plan as per SOP and allocate reviews to the analysts
  • Monitor to ensure that the audits are being conducted as per plan
  • Review the audit data across the account to review the account performance on quality parameters, identify the error trends
  • Prepare reports for review for the internal leadership as well as client
  • Identify the best practices and work with the delivery team to deploy for improvement
  • Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits.
• Drive training within the account to ensure process quality is maintained
  • Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap
  • conduct monthly trainings based on the error types identified in the process audits
  • Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates
  • Develop the training reports and share with the key stakeholders including the client twice a week.
• Support the incoming new process
  • For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required
  • For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process
• Effective Team Management
  • Resourcing
    • Hire adequate and right resources for the team
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition
    • Drive diversity in leadership positions
  • Performance Management
    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver

No.Performance ParameterMeasure1.Process PerformanceMeet quality parameters in the account
Trainings conducted
Timeliness in reporting2.ComplianceAudit reports
Compliance in audits3.Team ManagementTeam attrition %, Employee satisfaction score͏ ͏

Mandatory Skills: Quality Management
.

Experience: 3-5 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.