Quality Assurance

1 week ago

Bengaluru, Karnataka, India Wipro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role PurposeThe purpose of this role is to ensure compliance and quality of the process within an account.DoTrack and review the process quality through auditsDevelop audit plan as per SOP and allocate reviews to the analystsMonitor to ensure that the audits are being conducted as per planReview the audit data across the account to review the account performance on quality parameters, identify the error trendsPrepare reports for review for the internal leadership as well as clientIdentify the best practices and work with the delivery team to deploy for improvementEnsure 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 maintainedConduct Root Cause Analysis of the errors to identify the training intervention to bridge the gapconduct monthly trainings based on the error types identified in the process auditsDeploy various training methods (classroom based, web based etc) to develop the skill and reduce error ratesDevelop the training reports and share with the key stakeholders including the client twice a week.Support the incoming new processFor 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 requiredFor 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 processEffective Team ManagementResourcingHire adequate and right resources for the teamTalent ManagementEnsure adequate onboarding and training for the team members to enhance capability & effectivenessBuild an internal talent pool and ensure their career progression within the organizationManage team attritionDrive diversity in leadership positionsPerformance ManagementSet goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reportsEnsure that the Performance Nxt is followed for the entire teamEmployee Satisfaction and EngagementLead and drive engagement initiatives for the teamTrack team satisfaction scores and identify initiatives to build engagement within the teamMandatory Skills: Quality Assurance . Experience: 5-8 Years . >

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