Process Excellence & Quality Lead

Wipro; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Wipro Philippines is seeking a Quality Assurance Auditor to review calls and completed cases for compliance with internal and regulatory guidelines. You will record feedback for agents, identify improvement areas, and contribute to process updates.

You will attend calibration sessions with internal teams and clients, share performance trends with supervisors, and help develop training materials to support ongoing quality initiatives.

Qualifications

• Audit calls and cases for adherence to internal/regulatory guidelines
• Record feedback on agents and identify areas for improvement
• Develop process improvements and keep core processes up to date
• Attend calibration sessions with internal teams and clients
• Collaborate with supervisors to report quality performance trends
• Identify opportunities for quality improvements across the team
• Develop training materials and documentation to support training
• Document quality issues and performance metrics for management reviews
• Create quality scorecards to track performance levels
• Share feedback and briefings to associates to improve quality
• Coordinate and facilitate calibrations
• Identify root causes and share observations with Operations
• Knowledge of 7 QC tools

Responsibilities

• Audit calls and completed cases for adherence to internal and regulatory guidelines
• Record feedback on agents and identify areas for improvement
• Update and improve core QA processes based on findings
• Attend calibration sessions with internal teams and clients
• Collaborate with supervisors to report quality trends and issues
• Support quality improvements across the team
• Develop training materials and process documentation
• Document quality issues and performance measures for management reviews
• Create quality scorecards to monitor performance
• Provide feedback to associates to improve quality
• Coordinate calibration sessions and share insights with Operations
• Identify root causes and communicate observations to Operations
• Apply 7 QC tools to QA activities

Skills

Quality methodologies

Six Sigma

Lean

Kaizen

Excellent communication

Feedback & coaching

Customer focus

Analytical skills

Results orientation

Time management

Interpersonal skills

Written communication

Problem solving

Decision quality

Job description

Wipro Philippines is seeking a Quality Assurance Auditor to review calls and completed cases for compliance with internal and regulatory guidelines. You will record feedback for agents, identify improvement areas, and contribute to process updates.

You will attend calibration sessions with internal teams and clients, share performance trends with supervisors, and help develop training materials to support ongoing quality initiatives.