Senior Quality Assurance Manager

4 weeks ago

Hyderabad, Telangana, India Wipro Full time

Senior Manager – Quality Operations

Location- Hyderabad

Domain- Customer Service- Trust & Safety

Looking for immediate joiners only

  • Responsible for leading a multi-faceted independent quality evaluation process for measuring quality across multiple sources and providing insights from the operation.
  • Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders.
  • Drive accountability within the teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
  • Assess and prioritize the top-quality issues affecting the teams in across all decision-making channels.
  • Partner with internal and external stakeholders to build scalable quality systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues faster.
  • Drive a proactive outcome and insight environment.
  • Drive insights to continuously improve and deliver outstanding customer experience across the program.
  • Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.
  • Optimize program operations with a focus on process management, key strategic initiatives and bring ideas with tangible actions to improve the business and performance.
  • Forecast and capacity planning to meet the business requirements ensure continuity.
  • Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
  • Able to clearly outline current performance drivers and actions to improve.
  • Responsible for managing the client communication and leading all business review – WBRs, MBRs and QBRs

Recommended Qualifications

  • Should have a minimum of 15 years of diverse experience in scalable quality operations environment ideally with experience in managing internal and external (3rd party vendor partners) stakeholders to drive results.
  • Strong critical and analytical thinking with an entrepreneurial and proactive mind-set.
  • Customer outcome and insight focus experience.
  • Strong collaboration skills across function and regions, ability to adapt to a fast-paced, international work environment with a passion for making an impact and share best practices.
  • Exceptional communication and presentation skills; able to articulate the story and drivers behind positive or negative performance trends tied to tangible actions.
  • Ability to effectively prioritize tasks and manage time, even under high- pressure situations.
  • Fluency and excellent communication skills in English.
  • Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level.
  • Quality certification (e.g., Lean Six Sigma, TQM, etc.) is a plus.
  • Project management certification (PMP, Prince2, etc.) is a plus.

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