Quality Assurance (Qa) Lead L3

Wipro; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Wipro in Quezon City, Philippines seeks a Quality Assurance (Qa) Lead L3 to ensure process compliance and quality across the account. Lead audits, drive training, and support new processes while managing team performance and engagement.

Ideal candidates have 8-10 years of experience in quality operations, and a track record of leading audit programs and team development within a large delivery environment.

Qualifications

• Mandatory Skills: Quality (Ops).
• Experience: 8-10 years.

Responsibilities

• Track and review process quality through audits; develop audit plan and allocate reviews.
• Drive account training to maintain process quality; conduct monthly trainings.
• Support the onboarding of new processes with online process training for agents.
• Manage team performance, onboarding, training, and engagement initiatives.

Job description

Quality Assurance (Qa) Lead L3

Company : Wipro

Job Type : Full Time

Location: Quezon City, Philippines

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 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

Mandatory Skills: Quality (Ops)

.Experience: 8-10 Years

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