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Title:  Quality Team Leader

Requisition ID:  37427
City:  Gurugram
Country/Region:  IN
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

The Quality Team Lead will be responsible for managing day-to-day audit operations, performance according to the relevant service level metrics, compliance to guidelines and policies for providing the Services. In addition, the team lead will also need to perform Quality Audits and the volume will be defined by Clients
 

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Skills  :

Excellence Communication & presentation skills

Demonstrated experience in leading and managing a team, preferably in a quality-focused role with a team size of 10-20 Quality Analyst.

Presenting Weekly/fortnightly reviews with the client

· Certification in quality management or related field (e.g., Six Sigma, Lean) is a plus.

Proven track record of successfully implementing quality improvement initiatives

Ability to work independently, make sound decisions, and take ownership of assigned responsibilities.

· Flexibility to work in shifts and adapt to changing business needs.

BPO experience is required in Quality / Process excellence domain in Advertising, Ecommerce platforms, Financial Domain, Digital Marketing Domain.

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Responsibilities

  •  Lead and manage a team of Quality Analysts  to ensure the delivery of high-quality services in accordance with client requirements and organizational standards.
  • Develop and implement quality assurance processes, guidelines, and standards to drive continuous improvement and enhance overall customer satisfaction.
  • Conduct regular ATA to check the understanding of the audits done  as a part of internal Governance
  • Monitor and analyze quality performance metrics, identify trends, and recommend strategies for performance enhancement.
  • Ensure internal & external calibration sessions are executed based on the expectation in a timely manner
  • Ensuring Billing targets are met by carrying effective capacity planning and controlling planned & unplanned shrinkage and attrition as per organization standards.
  • Excellent communication skills, both written and verbal, with the ability to provide constructive feedback and communicate effectively with team members and stakeholders.
  • Proficiency in using quality management software and tools to track, analyze, and report on quality metrics.
  • Collaborate with other departments and stakeholders to implement quality initiatives, resolve issues, and drive process improvements.

 

 

 

 

 

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SHIFTS :

Shift will be in Indian time zone 9 PM to 6 PM but candidate has to be flexible in shifts as Operations is in 5 counrties India, North America, Latam, APAC & EMEA. 

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Experience 

3-5 Years of total experience 

Graduate or Post Graduate from any stream

 

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

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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