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Title:  Quality AssurIT - Service Quality Assurance Manager (SQA) ance (QA) Lead - L3

Requisition ID:  82054
City:  Hyderabad
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

Location: Hyderabad

Shifts: Rotational/US

Mandatory Skills- SQA Exp in IT domain

Job Description:

  • A Service Quality Assurance Manager (SQA) is responsible for improving Customer Satisfaction through proactive issue identification, ensuring timely resolution of customer complaints, conducting CSAT surveys. He/she is responsible to ensure compliance to governance practices (SDR/MBR & QBR) within the account. Drive Continual Service Improvement Projects (Lean, Six Sigma) to address key account & customer challenges. Drive Quality Assurance to ensure consistent & predictable delivery of services through implementation of Account Quality Plans & Wipro Standardization practices (Eg: DMI). This is a very critical position and involves interaction with customer and Wipro leadership. It contributes to the overall success of the program.

 

Overall Responsibility:

 

  • Facilitate customer satisfaction surveys (Bi-Annual CSAT & Project CSAT), analyze feedback, develop action plan to improve customer perception and track to closure.
  • Ensure ITIL operational process compliance for the program to deliver the services
  • Set up and improve ticket level customer satisfaction (TCSAT) and Deploy ticket audit processes/BOT.
  • Own and manage continuous improvement program/themes (SIPs, BVM, Lean Six Sigma)
  • Facilitate internal & external audits (ISO9K, ISO20K & CMMI for Services)

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Mandatory Skills: Quality Management .

 

Experience: 8-10 Years .

 

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.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

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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