QUALITY ASSURANCE (QA) LEAD L2

Wipro; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading digital transformation partner is seeking a professional to ensure compliance and maintain process quality within the account. The ideal candidate should have 5-8 years of experience in process management and quality assurance, skills in training and employee engagement, and be adept at team management. This position focuses on tracking audits, conducting training programs, and improving overall performance metrics. Join a company that empowers you to design your own career reinvention.

Qualifications

• 5-8 years of experience in process management or quality assurance.
• Ability to conduct audits and develop training programs.
• Skills in team management and enhancing employee engagement.
• Review audit data to identify error trends and report to leadership
• Coordinate with internal teams and client to develop SOPs and compliance registers
• Conduct Root Cause Analysis to identify training interventions

Responsibilities

• Track and review process quality through audits.
• Drive training initiatives to maintain process quality.
• Manage team performance and employee satisfaction.
• Review audit data to identify error trends and report to leadership
• Identify best practices and deploy improvements with the delivery team
• Front‑ending with external auditors and developing SOPs and compliance registers
• Drive training within the account and conduct monthly trainings
• Prepare training reports for stakeholders twice a week
• Support incoming new processes with online training and skill assessments
• Manage resourcing, onboarding, career progression, attrition and diversity

Skills

Process compliance

Quality assurance

Training and development

Team management

People management

Job description

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

Role Purpose

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 Parameter Measure 1. Process Performance: Meet quality parameters in the account. Trainings conducted: Timeliness in reporting.
2. Compliance: Audit reports. Compliance in audits.
3. Team Management: Team attrition %, Employee satisfaction score.

Experience

5-8 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.