Account Quality Manager

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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 The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations dissatisfactions and drive a culture of continuous improvement in the assigned accounts Do Implement deployment quality strategy for the assigned Accounts Provide inputs in the development of strategy for the assigned accounts while considering the quality standards client expectations quality and monitoring mechanisms Review and reallocate the priorities to align with the overall strategy of the line of business business unit Quality control and Customer satisfaction Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers representatives for various projects within the account Ensure completion of survey and address any queries in a timely manner Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers vertical delivery heads and service delivery heads Drive the account wise tracking of action planning identified for sustained CSAT in various projects Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins Support the Account Leadership teams for tracking and managing client escalation for closure Early Warnings and Business partnership Drive the implementation of mechanisms for preventing client escalations dis-satisfactions by creating an early warning system in DigiQ 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 with Business and Account leadership to ensure adherence of defined quality processes define new life cycle models and ensure gating processes are followed the projects within the accounts Drive the upskilling of delivery teams on quality management tools knowledge management and create mechanisms for sharing of best practices Support the collection of metrics on the performance health of process and regular publishing of compliance and metrics dashboards Continuous Improvement Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources Create mechanisms between the projects in the account for sharing knowledge quality issues risk mitigation methods within the accounts to drive the continuous improvement Plan and drive year on year improvement goals in various projects by way of process streamlining improvements and automation leading to 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 and provide constructive feedback to own direct reports Guide the team members in acquiring relevant knowledge and develop their professional competence Drive geography specific trainings for the quality team designed basis the statutory norms that apply in different 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 to build engagement within the team Deliver No Performance Parameter Measure 1 Quality Control and Customer satisfaction CSAT Score-BU Account Portfolio level Process Compliance Exceptions Scores Audit Coverage percentage Schedule performance Scores Planned vs actual project effort Resource productivity scores 2 Capability Building New Employee Onboarding New Employee Certifications 3 Continuous Improvement Lean projects implemented per year Productivity improvement of resources Continuous Improvement Processes implemented per year 4 Team Management Team attrition Employee satisfaction scores 5 Capability Building trained on domain and location specific skills of team trained in necessary leadership skills Mandatory Skills SAP BASIS Experience 5-8 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 Come to Wipro Realize your ambitions Applications from people with disabilities are explicitly welcome Apply now Start Please wait Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news Join Us Explore open roles that match your interests and skills If you encounter any suspicious mail advertisements or persons who offer jobs at Wipro please email us at Do not email your resume to this ID as it is not monitored for resumes and career applications Any complaints or concerns regarding unethical unfair hiring practices should be directed to our Ombuds Group at We are an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color caste creed religion gender 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