Quality Assurance Lead

7 days ago


Hyderabad, Telangana, India Wipro Full time

Role Description

The Quality Assurance Lead is responsible for conducting audits to ensure quality compliance within the account. To fulfill this role, the following key responsibilities are expected:

  • Conduct audits to ensure quality compliance within the account.
  • Prepare findings from the report and share it with the client and the account leadership on a daily, weekly, or monthly basis, as required.
  • Conduct weekly analysis to identify error trends and perform root cause analysis (RCA) for the top 2 errors.
  • Engage in calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

Key Stakeholders and Interactions

  • Internal:
    • Delivery Leadership:
    • Agents:
    • Training Team:
  • External:
    • Clients:
    • External Auditors:

Competency Requirements

  • Fundamental Competency:
    • Awareness and knowledge of broad economic, demographic, technological, and global trends in the ITES/BPO industry.
    • Foundation Process Knowledge:
  • Behavioral Competencies:
    • Project Management Skills:
    • Analytical Skills:
    • Execution Excellence:
    • Passion for results:
    • Stakeholder Management:


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