Quality Assurance (qa) leadWipro

Job Description:
Role Purpose
The purpose of this role is to ensure compliance and quality ofthe process within an account.
Do
Track and review the process quality through audits
Develop audit plan as per SOP and allocate reviews to theanalysts
Monitor to ensure that the audits are being conducted as perplan
Review the audit data across the account to review the accountperformance on quality parameters, identify the error trends
Prepare reports for review for the internal leadership as wellas client
Identify the best practices and work with the delivery team todeploy for improvement
Ensure compliance part of the process by front-ending with theexternal auditors CMMIE or any onsite audits, coordinating with theinternal teams and working with SDH and AH to develop SOPs andcompliance registers as required for the audits.
Drive training within the account to ensure process qualityis maintained
Conduct Root Cause Analysis of the errors to identify thetraining intervention to bridge the gap
conduct monthly trainings based on the error types identified inthe process audits
Deploy various training methods (classroom based, web based etc)to develop the skill and reduce error rates
Develop the training reports and share with the key stakeholdersincluding the client twice a week.
Support the incoming new process
For an existing client, support the any new process addition byensuring online process training is conducted for the agents, agentshave the necessary skill and access is granted to them on applicationsrequired
For any new process outside the account, support the team inidentifying the skill, availability of skill within DOP or avenues forupskilling the team to support the new process
Effective Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to buildengagement within the team
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge - Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry - Competent
Process Knowledge - Strong process understanding with a clearunderstanding of process quality parameters - Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
Applies the competency in all situations and is serves as a guideto others as well.
Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.
Behavioral Competencies
Project Management Skills
Analytical Skills
Execution Excellence
Client centricity
Passion for results
Nurturing people
Stakeholder Management
Wipro

Cebu City, Cebu
Permanent
Full-time