Account Quality Manager
2 months ago
Role Purpose
The purpose of the role is to provide assurance on the quality ofdeployment for the assigned accounts and support in establishingmechanisms that enhance and sustain customer satisfaction levels. Therole is expected to support in enhancing customer advocacy by predictingand preventing customer escalations & dissatisfactions and drive aculture of continuous improvement in the assigned accounts. Do Implement deployment quality strategy for the assignedAccounts Provide inputs in the development of strategy for the assignedaccounts while considering the quality standards, client expectations,quality, and monitoring mechanisms Review and reallocate the priorities to align with the overallstrategy of the line of business / business unit Quality control and Customer satisfaction Support the completion of Annual Customer Satisfaction survey byensuring completion of survey by the account customers, representativesfor various projects within the account. Ensure completion of survey and address any queries in a timelymanner. Support in conceptualizing the action planning by communicating withclients and interacting with Delivery Managers, vertical delivery headsand service delivery heads Drive the account wise tracking of action planning identified forsustained CSAT in various projects. Drive the Quarterly pulse survey for selected accounts or projectsfor periodic check-ins. Support the Account Leadership teams for tracking and managingclient escalation for closure. Early Warnings and Business partnership Drive the implementation of mechanisms for preventing clientescalations / dis-satisfactions by creating an early warning system inDigiQ covering aspects like delivery quality, delivery schedule,resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones. Participate in Monthly and Quarterly Business review along withBusiness and Account leadership to ensure adherence of defined qualityprocesses, define new life cycle models and ensure gating processes arefollowed the projects within the accounts. Drive the upskilling of delivery teams on quality management tools,knowledge management and create mechanisms for sharing of bestpractices. Support the collection of metrics on the performance / health ofprocess and regular publishing of compliance and metrics dashboards. Continuous Improvement Drive a culture of continuous improvement in the assigned accountsto ensure enhance efficiency and productivity of resources Create mechanisms between the projects in the account for sharingknowledge, quality issues, risk mitigation methods within the accountsto drive the continuous improvement Plan and drive year on year improvement goals in various projects byway of process streamlining & improvements and automation, leadingto cost savings and / or efficiency Support the collection of metrics to show the improvements-efficiency / productivity improvement. Team Management Team Management Clearly define the expectations for the team Assign goals for the team, conduct timely performance reviews andprovide constructive feedback to own directreports iii. Guide the team members in acquiring relevant knowledgeand develop their professional competence Drive geography specific trainings for the quality team, designedbasis the statutory norms that apply indifferent countries Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the tea Track team satisfaction scores and identify initiatives tobuild engagement within the team Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Customer advocacy group For partnering in the administration of Customer SatisfactionSurvey, quarterly pulse survey, action planning, tracking, and reporting Business Heads/ Delivery Heads Conceptualize and implement Action planning, participate inmonthly and quarterly business review, highlighting and discussing earlywarning of customer escalations External Client quality team Partnering and supporting them in conducting delivery qualityaudits Client representatives For individual interaction as a part of the customer satisfactionsurvey Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Knowledge of Wipro quality function processes- Expert Understanding of software delivery process-Expert Risk management procedure-Competent Review planning process-Competent Lean Management-Expert Six Sigma-Expert Process improvements process-Expert ISO standards implementation-Expert Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. Expert Applies the competency in all situations and is serves as a guide toothers as well. Master Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization. Behavioral Competencies Leadership skills Team management Stakeholder management Customer orientation Detail orientation Process Improvement Business Planning Communication skills Deliver Measure 1. Quality Control and Customer satisfaction · CSAT Score-BU/Account/Portfolio level · ProcessCompliance/Exceptions Scores · AuditCoverage percentage · Scheduleperformance Scores · Planned vsactual project effort · Resourceproductivity scores 2. Capability Building · New EmployeeOnboarding · New EmployeeCertifications 3. Continuous Improvement · Leanprojects implemented per year · Productivityimprovement of resources · ContinuousImprovement Processes implemented per year 4 Team Management · Teamattrition % · Employeesatisfaction scores 5 Capability Building · % trained ondomain and location specific skills, · % of teamtrained in necessary leadership skills Digital Marketing
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