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Title:  Business Analyst - L3

Requisition ID:  57609
City:  Bengaluru
Country/Region:  IN

 

Job Description: 

 

The Business Analyst will play a pivotal role in ensuring and enhancing the quality of reviews, processes, and workflows. This position demands a highly analytical, detail-oriented individual with a robust understanding of quality assurance methodologies, and knowledge of Six Sigma Lean principles. 

The Business Analyst will be responsible for meticulous review of quality samples, precise identification and categorization of errors, rigorous root cause analysis, effective support for Service Level Objective (SLO) remediation, proactive participation in training initiatives, and insightful tracking of performance trends. 

This role necessitates close collaboration with cross-functional teams, including Training & Support (T&S) and vendor teams. The SQA Analyst must guarantee exceptional accuracy, efficiency, and strict adherence to established policies and procedures.

 

Key Responsibilities:

  • Quality Reviews: Conduct thorough reviews of quality samples to ensure compliance with standards and policies. Maintain accuracy on par with Full-Time Employees (FTEs). Focus on specific workflows for deep understanding and quality assurance.
  • Error Categorization & Actionable: Review and verify error categorization for non-people errors, adding detailed insights as needed. Lead triaging sessions using the Root Cause Corrective Action (RCCA) framework to drive Action Items (AIs) from Root Cause Analyses (RCAs).
  • Root Cause Analysis (RCA): Apply the 5 Whys framework and other Six Sigma tools to conduct accurate RCAs. Demonstrate ownership of subjective RCA insights. Collaborate with vendors and T&S teams to triage and close AIs effectively.
  • SLO Remediation: Operationalize practice modules and track training completion across vendors. Conduct production audits (reviews, agent shadows) for critical workflows to identify improvement areas.
  • Training Support: Coordinate with the T&S team to launch bi-weekly policy updates. Collate policy questions and ensure comprehensive policy bulletins in collaboration with T&S.
  • Trends Reporting: Track agent reports and lead triaging with T&S. Demonstrate ownership of trend insights, ensuring rapid response to issues.
  • Process Improvement: Provide tooling, process, and policy feedback based on agent/vendor staff interviews. Suggest Lean-driven improvements to workflows to enhance efficiency and quality.
  • Six Sigma & Lean Application: Apply Six Sigma methodologies (DMAIC) and Lean principles (e.g., waste reduction, Kaizen) to process analysis and improvement initiatives.
  • Communication & Collaboration: Communicate effectively with all management levels. Collaborate with cross-functional stakeholders to achieve quality objectives.

Qualifications: Graduation.

  • Experience:
    • B3 6+ years and for B2 3-4 years of overall professional experience.
    • 2-3 years managing QA data with tools (Pareto charts, variation analysis).
    • Proven experience in designing, analyzing, and performing root cause analysis.
    • Experience/Knowledge with Six Sigma and Lean methodologies.
    • Experience working with cross-functional stakeholders and partners.
    • Exposure/Knowledge to project and program management.
  • Technical Skills:
    • Knowledge in Microsoft Excel.
    • Required for B3 - For B2 knowledge - Strong data presentation and insights report writing skills.
  • Analytical Skills:
    • Strong analytical and problem-solving abilities.
    • Knowledge of the 5 Whys framework and other Six Sigma tools.
    • Ability to identify trends and patterns in data.
  • Six Sigma & Lean Skills:
    • Knowledge of Six Sigma methodologies (DMAIC).
    • Understanding of Lean principles (waste reduction, Kaizen).
  • Soft Skills:
    • Consistently high accuracy and proficiency with policies.
    • Excellent communication and interpersonal skills.
    • Ability to influence and communicate cross-functionally.
    • Ability to operate with high energy and flexibility.
    • High level of ownership and dedication.
  • Education:
    • Graduate degree required.

Key Attributes for Shortlisting:

  • Accuracy & Attention to Detail: Strong track record of high accuracy.
  • Analytical Prowess: Ability to analyze data, identify trends, and conduct thorough root cause analysis.
  • Technical Proficiency: Expertise in data analysis tools and techniques.
  • Six Sigma & Lean Knowledge: Understanding and application of Six Sigma and Lean principles.
  • Communication Skills: Excellent verbal and written communication.
  • Problem-Solving Skills: Ability to identify issues, propose solutions, and drive improvements.
  • Collaboration: Experience with cross-functional teams and external vendors.

Proactive Approach: Proactive in identifying areas for improvement.

 

 

Job Description

Role Purpose

The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.

͏

Do

1. Customer requirements gathering and engagement

  • Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements 
  • Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
  • Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
  • Engage and interact with internal team - project managers, pre-sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
  • Understand and communicate the financial and operational impact of any changes
  • Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
  • Empower the customers through demonstration and presentation of the proposed solution/ prototype
  • Maintain relationships with customers to optimize business integration and lead generation
  • Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers

͏

2. Engage with delivery team to ensure right solution is proposed to the customer

 a. Periodic cadence with delivery team to:

  • Provide them with customer feedback/ inputs on the proposed solution
  • Review the test cases to check 100% coverage of customer requirements
  • Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
  • Deploy and facilitate new change requests to cater to customer needs and requirements
  • Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
  • Conduct Integration Testing and User Acceptance demo’s testing to validate implemented solutions and ensure 100% success rate
  • Use data modelling practices to analyze the findings and design, develop improvements and changes
  • Ensure 100% utilization by studying systems capabilities and understanding business specifications
  • Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer

 b. Support Project Manager/ Delivery Team in delivering the solution to the customer

  • Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
  • Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
  • Ensure Customer Satisfaction through quality deliverable on time

͏

3. Build domain expertise and contribute to knowledge repository

  • Engage and interact with other BA’s to share expertise and increase domain knowledge across the vertical
  • Write whitepapers/ research papers, point of views and share with the consulting community at large
  • Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
  • Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight

͏

Deliver

No. Performance Parameter Measure
1. Customer Engagement and Delivery Management PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated.
2. Knowledge Management No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components  developed for proposal during quarter

 

.

 

Job Description: 

 

The Business Analyst will play a pivotal role in ensuring and enhancing the quality of reviews, processes, and workflows. This position demands a highly analytical, detail-oriented individual with a robust understanding of quality assurance methodologies, and knowledge of Six Sigma Lean principles. 

The Business Analyst will be responsible for meticulous review of quality samples, precise identification and categorization of errors, rigorous root cause analysis, effective support for Service Level Objective (SLO) remediation, proactive participation in training initiatives, and insightful tracking of performance trends. 

This role necessitates close collaboration with cross-functional teams, including Training & Support (T&S) and vendor teams. The SQA Analyst must guarantee exceptional accuracy, efficiency, and strict adherence to established policies and procedures.

 

Key Responsibilities:

  • Quality Reviews: Conduct thorough reviews of quality samples to ensure compliance with standards and policies. Maintain accuracy on par with Full-Time Employees (FTEs). Focus on specific workflows for deep understanding and quality assurance.
  • Error Categorization & Actionable: Review and verify error categorization for non-people errors, adding detailed insights as needed. Lead triaging sessions using the Root Cause Corrective Action (RCCA) framework to drive Action Items (AIs) from Root Cause Analyses (RCAs).
  • Root Cause Analysis (RCA): Apply the 5 Whys framework and other Six Sigma tools to conduct accurate RCAs. Demonstrate ownership of subjective RCA insights. Collaborate with vendors and T&S teams to triage and close AIs effectively.
  • SLO Remediation: Operationalize practice modules and track training completion across vendors. Conduct production audits (reviews, agent shadows) for critical workflows to identify improvement areas.
  • Training Support: Coordinate with the T&S team to launch bi-weekly policy updates. Collate policy questions and ensure comprehensive policy bulletins in collaboration with T&S.
  • Trends Reporting: Track agent reports and lead triaging with T&S. Demonstrate ownership of trend insights, ensuring rapid response to issues.
  • Process Improvement: Provide tooling, process, and policy feedback based on agent/vendor staff interviews. Suggest Lean-driven improvements to workflows to enhance efficiency and quality.
  • Six Sigma & Lean Application: Apply Six Sigma methodologies (DMAIC) and Lean principles (e.g., waste reduction, Kaizen) to process analysis and improvement initiatives.
  • Communication & Collaboration: Communicate effectively with all management levels. Collaborate with cross-functional stakeholders to achieve quality objectives.

Qualifications: Graduation.

  • Experience:
    • B3 6+ years and for B2 3-4 years of overall professional experience.
    • 2-3 years managing QA data with tools (Pareto charts, variation analysis).
    • Proven experience in designing, analyzing, and performing root cause analysis.
    • Experience/Knowledge with Six Sigma and Lean methodologies.
    • Experience working with cross-functional stakeholders and partners.
    • Exposure/Knowledge to project and program management.
  • Technical Skills:
    • Knowledge in Microsoft Excel.
    • Required for B3 - For B2 knowledge - Strong data presentation and insights report writing skills.
  • Analytical Skills:
    • Strong analytical and problem-solving abilities.
    • Knowledge of the 5 Whys framework and other Six Sigma tools.
    • Ability to identify trends and patterns in data.
  • Six Sigma & Lean Skills:
    • Knowledge of Six Sigma methodologies (DMAIC).
    • Understanding of Lean principles (waste reduction, Kaizen).
  • Soft Skills:
    • Consistently high accuracy and proficiency with policies.
    • Excellent communication and interpersonal skills.
    • Ability to influence and communicate cross-functionally.
    • Ability to operate with high energy and flexibility.
    • High level of ownership and dedication.
  • Education:
    • Graduate degree required.

Key Attributes for Shortlisting:

  • Accuracy & Attention to Detail: Strong track record of high accuracy.
  • Analytical Prowess: Ability to analyze data, identify trends, and conduct thorough root cause analysis.
  • Technical Proficiency: Expertise in data analysis tools and techniques.
  • Six Sigma & Lean Knowledge: Understanding and application of Six Sigma and Lean principles.
  • Communication Skills: Excellent verbal and written communication.
  • Problem-Solving Skills: Ability to identify issues, propose solutions, and drive improvements.
  • Collaboration: Experience with cross-functional teams and external vendors.

Proactive Approach: Proactive in identifying areas for improvement.

 

 

 

 

Job Description: 

 

The Business Analyst will play a pivotal role in ensuring and enhancing the quality of reviews, processes, and workflows. This position demands a highly analytical, detail-oriented individual with a robust understanding of quality assurance methodologies, and knowledge of Six Sigma Lean principles. 

The Business Analyst will be responsible for meticulous review of quality samples, precise identification and categorization of errors, rigorous root cause analysis, effective support for Service Level Objective (SLO) remediation, proactive participation in training initiatives, and insightful tracking of performance trends. 

This role necessitates close collaboration with cross-functional teams, including Training & Support (T&S) and vendor teams. The SQA Analyst must guarantee exceptional accuracy, efficiency, and strict adherence to established policies and procedures.

 

Key Responsibilities:

  • Quality Reviews: Conduct thorough reviews of quality samples to ensure compliance with standards and policies. Maintain accuracy on par with Full-Time Employees (FTEs). Focus on specific workflows for deep understanding and quality assurance.
  • Error Categorization & Actionable: Review and verify error categorization for non-people errors, adding detailed insights as needed. Lead triaging sessions using the Root Cause Corrective Action (RCCA) framework to drive Action Items (AIs) from Root Cause Analyses (RCAs).
  • Root Cause Analysis (RCA): Apply the 5 Whys framework and other Six Sigma tools to conduct accurate RCAs. Demonstrate ownership of subjective RCA insights. Collaborate with vendors and T&S teams to triage and close AIs effectively.
  • SLO Remediation: Operationalize practice modules and track training completion across vendors. Conduct production audits (reviews, agent shadows) for critical workflows to identify improvement areas.
  • Training Support: Coordinate with the T&S team to launch bi-weekly policy updates. Collate policy questions and ensure comprehensive policy bulletins in collaboration with T&S.
  • Trends Reporting: Track agent reports and lead triaging with T&S. Demonstrate ownership of trend insights, ensuring rapid response to issues.
  • Process Improvement: Provide tooling, process, and policy feedback based on agent/vendor staff interviews. Suggest Lean-driven improvements to workflows to enhance efficiency and quality.
  • Six Sigma & Lean Application: Apply Six Sigma methodologies (DMAIC) and Lean principles (e.g., waste reduction, Kaizen) to process analysis and improvement initiatives.
  • Communication & Collaboration: Communicate effectively with all management levels. Collaborate with cross-functional stakeholders to achieve quality objectives.

Qualifications: Graduation.

  • Experience:
    • B3 6+ years and for B2 3-4 years of overall professional experience.
    • 2-3 years managing QA data with tools (Pareto charts, variation analysis).
    • Proven experience in designing, analyzing, and performing root cause analysis.
    • Experience/Knowledge with Six Sigma and Lean methodologies.
    • Experience working with cross-functional stakeholders and partners.
    • Exposure/Knowledge to project and program management.
  • Technical Skills:
    • Knowledge in Microsoft Excel.
    • Required for B3 - For B2 knowledge - Strong data presentation and insights report writing skills.
  • Analytical Skills:
    • Strong analytical and problem-solving abilities.
    • Knowledge of the 5 Whys framework and other Six Sigma tools.
    • Ability to identify trends and patterns in data.
  • Six Sigma & Lean Skills:
    • Knowledge of Six Sigma methodologies (DMAIC).
    • Understanding of Lean principles (waste reduction, Kaizen).
  • Soft Skills:
    • Consistently high accuracy and proficiency with policies.
    • Excellent communication and interpersonal skills.
    • Ability to influence and communicate cross-functionally.
    • Ability to operate with high energy and flexibility.
    • High level of ownership and dedication.
  • Education:
    • Graduate degree required.

Key Attributes for Shortlisting:

  • Accuracy & Attention to Detail: Strong track record of high accuracy.
  • Analytical Prowess: Ability to analyze data, identify trends, and conduct thorough root cause analysis.
  • Technical Proficiency: Expertise in data analysis tools and techniques.
  • Six Sigma & Lean Knowledge: Understanding and application of Six Sigma and Lean principles.
  • Communication Skills: Excellent verbal and written communication.
  • Problem-Solving Skills: Ability to identify issues, propose solutions, and drive improvements.
  • Collaboration: Experience with cross-functional teams and external vendors.

Proactive Approach: Proactive in identifying areas for improvement.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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