Ensure compliance with all company and departmental policies, procedures, and guidelines.

Drive team performance to meet client metrics according to SLAs and support service delivery teams in stabilizing processes.

Analyze data to identify short-term and long-term trends, generate reports, and create graphical representations for business analytics and management reporting.

Create and maintain customer-facing reports and dashboards for the location.

Manage employee financials, including incentives, PBPP, QPLC, and prepare weekly, monthly, quarterly, and annual performance reports, PMS, and attrition metrics.

Identify challenges in meeting CPMs and develop action plans; communicate effectively with clients and end-users.

Understand quality assurance from an operations perspective.

Recognize vulnerabilities in products and services, striving for zero penalties.

Identify blockages and suggest improvement opportunities, delivering clear and actionable recommendations for continuous improvement.

Oversee the end-to-end management of the Quality Assurance Specialists team.

Ensure quality sampling targets (ISO) are met and that systems and measures are robust. Collaborate with internal and external stakeholders to support the business's strategic quality improvement plans.

Serve as the point of contact for escalations and queries related to remediation work, managing stakeholder expectations effectively.

Job Description

Do:

1. Management of daily activities of a team
2. Experience in Data Analyst experience
3. Ensures achievement of all system, team and individual Customer Service goals and standards
4. Manages Key performance indicators
5. Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
6. Responsible for administrative aspects including reporting
7. Superior communication (oral, written), presentation, and interpersonal skills
8. Demonstrated ability to develop and implement process enhancements including technology and performance
9. Ability to plan, prioritize, organize and communicate with client
10. Proficiency in , Work-force management applications, Quality tools and technologies,
11. Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.
12. • Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors
13. To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads
14. Coordinate with delivery managers and the L&D POC to plan sessions
15. Drive completion by following with respective leads and managers

Skills Required:

Understanding of service levels agreements

Familiarity with process metrics

Strong coaching skills

Attention to detail

People management and performance management abilities

Analytical reasoning skills

Awareness of MIS

Knowledge of escalation guidelines

Understanding of regulatory requirements

Proficiency in MS Office (Word, Excel, PowerPoint)

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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.