Job Description
Job Title:  Policy SME Lead(Data Annotation)
City:  Hyderabad
State/Province:  Telangana
Posting Start Date:  9/3/26
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: 

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

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Do

  • Support process by managing transactions as per required quality standards

    • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
    • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
    • Update own availability in the RAVE system to ensure productivity of the process
    • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    • Follow standard processes and procedures to resolve all client queries
    • Resolve client queries as per the SLA’s defined in the contract 
    • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
    • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
    • Document and analyze call logs to spot most occurring trends to prevent future problems
    • Maintain and update self-help documents for customers to speed up resolution time
    • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
    • Ensure all product information and disclosures are given to clients before and after the call/email requests
    • Avoids legal challenges by complying with service agreements

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  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

    • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    • Assist clients with navigating around product menus and facilitate better understanding of product features 
    • Troubleshoot all client queries in a user-friendly, courteous and professional manner
    • Maintain logs and records of all customer queries as per the standard procedures and guidelines
    • Accurately process and record all incoming call and email using the designated tracking software
    • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
    • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver
 

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Opening for Policy SME Lead

Band: B3
Location: Hyderabad (Work from Office)
Shift: 24*7(Night)
Process: Non-Voice
Experience: 6+ Years
Qualification: Graduate

Role Summary

We are looking for an experienced Policy SME Lead to drive the development, implementation, and continuous improvement of annotation policies and guidelines. The role will act as a bridge between Engineering, Product, and Operations teams, ensuring high-quality and consistent training data for AI/ML models.

Key Responsibilities

  • Develop, review, and maintain SOPs, annotation policies, and process documentation.
  • Translate complex business and engineering requirements into clear operational guidelines.
  • Collaborate with Engineering, Product, and Operations teams to resolve policy gaps and edge cases.
  • Drive quality improvement initiatives by monitoring KPIs, quality scores, and operational metrics.
  • Manage multiple high-priority projects and stakeholder relationships.
  • Provide policy clarifications and support to operations teams.
  • Identify process improvement opportunities and implement scalable solutions.
  • Lead and mentor teams working on policy formulation and data annotation workflows.

Required Skills (Mandatory)

  • Experience managing teams in Policy Formulation, Data Annotation, Data Labeling, or Mapping Operations.
  • Strong exposure to BPO Mapping/Labeling Operations.
  • Client-facing experience and stakeholder management skills.
  • Excellent analytical and critical thinking abilities.
  • Experience handling multiple high-impact projects simultaneously.
  • Strong documentation and technical writing skills.
  • Excellent written and verbal communication skills in English.
  • Fluent business communication (spoken and written English).
  • English proficiency equivalent to SVAR/Versant B2 or above.

Preferred Skills

  • Experience in domains such as:
    • Autonomous Vehicles
    • Geospatial Mapping
    • Generative AI
    • Machine Learning Data Annotation
  • Understanding of annotation concepts such as:
    • Semantic Segmentation
    • Bounding Boxes
    • LiDAR Point Clouds
  • Background in Technical Writing, UX Writing, or Instructional Design.
  • Awareness of Machine Learning model training and ground-truth data creation.

 

Mandatory Skills: Geographic Information Systems(Maps) .

 

Experience: 5-8 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.
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