Job Description

With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience! 

Type of contract: COE

Working hours: Regular working hours

Module of work: Hybrid 2 days from office, 3 days from home

Location: Gdańsk

Note – Kindly discuss with recruiter for location flexibility.

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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 will be 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. This is a very critical position and involves interaction with customer and Wipro leadership.

Overall Responsibility:

• Own and drive customer satisfaction, process compliance & continuous service improvement for the assigned account(s)
• Facilitate customer satisfaction surveys (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, Lean Six Sigma, Customer Success Stories etc)
• Showcase process improvements and present quality parameters to customer on an on-going basis.
• Conduct regular reviews of the account health/ service delivery status and identify critical risks proactively and track it to closure.
• Ensure SLA compliance, facilitate in conducting RCA for SLA misses and action planning.
• Facilitate internal & external audits (ISO9K, ISO20K & CMMI for Services)
• Train and mentor account teams on the process frameworks and improvement methodologies

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Required skills & Experience:

• 5-8 years of relevant experience
• Excellent communication & stakeholder management skills.
• Good analytical & problem-solving skills.
• Prior experience of working in customer facing roles either in Delivery or Quality preferably in Infrastructure Services or Digital Operations.
• Prior experience of working / managing voice processes / customer service support. 
• Experience in implementing ISO standard and previous experience in planning for Audits.
• Prior experience in leading Lean / Six Sigma projects as Lead or a team member.
• Exposure to Lean Six Sigma, ITIL framework preferred

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What We Offer:

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
• Premium medical services for employees and family members (Lux med)
• Life & Disability Insurance for employees and family members (Generali)
• Social Fund benefits: holiday bonuses, kindergarten allowances, Christmas bonuses etc
• Variable Pay(part of annual compensation): Quarterly bonus based on company performance.
• Co-financing for glasses
• Access to internal and external learning platforms (i.e. Udemy, WiLearn, HMM, FutureSkills)
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Foreign language allowance, On-call allowance, Call-out allowance, morning/evening/night Shift allowance, Overtime work allowance, Business travel allowance (if applicable to the role requirements)
• Integration and cultural events for employees
• Performance based Reward and recognition programs

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

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