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.

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RESPONSIBILITY:

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 & Actionables: 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.

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Essential skills :

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.

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Experience :

Total experience of more than 3-7 years 

 Including 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.

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Shifts :

It is going to be a 24/7 business