QA at Wipro Ltd.

About the job

• Manage the day-to-day Quality activities
• Ensure quality targets that measure outputs and outcomes that relate to customer experience are met.
• Provide support with embedding and implementing the group wide defined quality assurance framework, including quality strategy, principles, methodology and standards.
• Support a strong quality assurance and continuous improvement culture by ensuring the continued monitoring of operational activities, measuring customer outcomes for continual improvement of customer experience.
• Based on the quality framework, monitor quality and measure customer experience.
• Assist with the development of quality assurance processes and procedures to outline plans for conducting quality assessments, identifying critical control points and preventive measures, establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
• Ensure that quality assurance reviews are conducted in operations on a continuous basis to embed quality standards and ensure continuous monitoring and evaluation of the extent to which quality measures vary from approved minimum standards.
• Identify operational issues/risks/inefficiencies that lead to errors, re-work and risk exposure for the organization, and poor customer experience, for improvement.
• Report operational issues/risk/inefficiencies to management for corrective action and tracking thereof, and for continual improvement of the QA function.
• Continuously update processes in collaboration with the Operational team and client
• Ensure process flows are aligned to day-to-day operational processes.
• Identify gaps in Standard Operating Procedures for a consistent & standardized execution of work in a discipline/operational area.
• Where deviation from SOP has taken place, conduct root-cause analysis, propose possible improvement options (e.g., process improvement, training, system enhancement).
• Lead Calibration- planning and execution.
• Train, coach, guide and motivate employees to ensure that quality standards are met.
• Release the Quality Audit Dashboard and reports on time with analysis and insights to drive processing improvements.
• Suggest ways to improve and promote quality through continuous improvement tools.
• Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed.
• Adhere to deadlines and ensure accuracy and quality
• Ensuring quality targets that measure outputs and outcomes that relate to customer experience are met.
• Auditing Opportunities for risks or irregularities
• Feedback and coaching to the Staff on missed opportunities
• Auditing of IVR detractors
• Auditing of VOC detractors
• Manage the day-to-day Quality activities
• Ensure quality targets that measure outputs and outcomes that relate to customer experience are met.
• Provide support with embedding and implementing the group wide defined quality assurance framework, including quality strategy, principles, methodology and standards.
• Support a strong quality assurance and continuous improvement culture by ensuring the continued monitoring of operational activities, measuring customer outcomes for continual improvement of customer experience.
• Based on the quality framework, monitor quality and measure customer experience.
• Assist with the development of quality assurance processes and procedures to outline plans for conducting quality assessments, identifying critical control points and preventive measures, establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
• Ensure that quality assurance reviews are conducted in operations on a continuous basis to embed quality standards and ensure continuous monitoring and evaluation of the extent to which quality measures vary from approved minimum standards.
• Identify operational issues/risks/inefficiencies that lead to errors, re-work and risk exposure for the organization, and poor customer experience, for improvement.
• Report operational issues/risk/inefficiencies to management for corrective action and tracking thereof, and for continual improvement of the QA function.
• Continuously update processes in collaboration with the Operational team and client
• Ensure process flows are aligned to day-to-day operational processes.
• Identify gaps in Standard Operating Procedures for a consistent & standardized execution of work in a discipline/operational area.
• Where deviation from SOP has taken place, conduct root-cause analysis, propose possible improvement options (e.g., process improvement, training, system enhancement).
• Lead Calibration- planning and execution.
• Train, coach, guide and motivate employees to ensure that quality standards are met.
• Release the Quality Audit Dashboard and reports on time with analysis and insights to drive processing improvements.
• Suggest ways to improve and promote quality through continuous improvement tools.
• Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed.
• Adhere to deadlines and ensure accuracy and quality
• Ensuring quality targets that measure outputs and outcomes that relate to customer experience are met.
• Auditing Opportunities for risks or irregularities
• Feedback and coaching to the Staff on missed opportunities
• Auditing of IVR detractors
• Auditing of VOC detractors
• Minimum metric or higher
• Exp: Minimum 6 years and above (Greater than 3 years in Quality)
• Minimum metric or higher
• Exp: Minimum 6 years and above (Greater than 3 years in Quality)