Role Purpose

The purpose o central quality analyst role is to conduct quality audits and perform analytics in different areas as defined by central quality team, supporting the project teams in ensuring higher client satisfaction

Do

Conduct process quality audits as per plan

Conduct various process audits as per guidelines and SPO's defined in QMS

Prepare findings from the report and share it with the account/ project leadership on daily/ weekly/ monthly, as required

Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)

Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes

Conduct analysis, report generation and process compliance in different areas like metrics office, CAG, Process Definition

Ensure processes to be followed in Wipro in terms of all quality norms in the areas of project management and highlight potential risks

Provide insights and process guidance to the projects as per the need

Prepare timely dashboards, reports, insights and share with the central quality and delivery teams to ensure minimum client escalation

From time to time highlight any critical escalations where the central quality team's intervention is required in any BU project team

Automate the report generations etc to ensure minimization of non-value added tasks, ensuring maximum utilization of existing platforms and their increased adoption

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Central Quality teams

Sharing reports, insights, dashboards on various areas like process audit, metric office, process definition etc

BU project delivery teams

Sharing reports, insights and dashboards as per project requirements

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge - Awareness and knowledge of technological and global standards with respect to process and quality in the ITES/BPO industry - Master
  • Leveraging Technology - Knowledge of current and upcoming technology along with expertise in programming (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent
  • Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert
  • Technical Knowledge - Knowledge of operational processes, quality certifications etc - Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Analytical Skills
  • Execution Excellence
  • Client centricity
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Quality Standards

Timely generation of reports, dashboards, insights to the respective team

Accuracy of the data

Feedback from the project teams on the insights

Quality of insights shared with the team

eCommerce Assurance