Quality Assurance (Qa) Lead L3

Wipro Ltd.; Philippines; Presencial; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Wipro Limited in Quezon City, Philippines, is seeking a Quality Assurance (Qa) Lead L3 to ensure process quality and compliance within the account. The role focuses on auditing, training delivery, and driving process improvements with cross-functional teams.

The candidate will lead audit planning, monitor audit execution, and report findings to internal leadership and clients, while developing SOPs and training programs to reduce errors and improve performance.

Formación

• 8-10 years of QA leadership experience.
• Strong audit, training and compliance focus.
• People management and stakeholder communication skills.

Responsabilidades

• Track and review process quality through audits.
• Develop audit plans per SOP and allocate reviews to analysts.
• Monitor audits to ensure adherence to plan and review trends.
• Prepare reports for leadership and clients.
• Identify best practices and deploy improvements with the delivery team.
• Coordinate with external auditors and SOPs for audits.

Conocimientos

Quality (Ops)

Descripción del empleo

Quality Assurance (Qa) Lead L3

Company : Wipro
Job Type : Full Time
Location : Quezon City, Philippines

Job Description

Wipro Limited (NY: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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

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.