QUALITY ASSURANCE (QA) LEAD L2

Wipro; Hyderabad; Vor Ort; INR 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Wipro in Hyderabad is seeking a role focused on ensuring compliance and quality of processes within an account. The position involves auditing, SOP development, and training to uplift process performance across teams.

The role requires 5-8 years of experience in quality and compliance, with strong collaboration skills to engage clients and leadership. The company offers a dynamic environment and opportunities to lead process improvements.

Qualifikationen

• 5-8 years of experience in process quality and compliance
• Experience in audits (internal/external) and SOP development
• Strong training and stakeholder management skills

Aufgaben

• Track and review process quality through audits
• Develop audit plans per SOP and allocate reviews
• Monitor audits to ensure adherence to plan
• Prepare audit reports for leadership and client
• Identify best practices and drive improvements with delivery teams
• Front-end compliance with external auditors and develop SOPs
• Drive training within the account with monthly sessions
• Perform root-cause analysis to target training interventions
• Onboard new processes by ensuring training and access
• Manage team resources, onboarding, attrition, and performance

Kenntnisse

Auditing and compliance

Training & development

Team leadership

Quality assurance

Tools

Toad Data Modeler

Jobbeschreibung

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.

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 score

Mandatory Skills: Toad Data Modeler
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Experience: 5-8 Years
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