>> Integrity and desire to comply with all legal and moral standards
>> Service oriented and customer focused
>> Ability to priorities tasks appropriately and recognize when issues need escalation
>> Problem Solving, Decision Making, Mentoring
>> Team management & Performance Management skills.
>> Presentation, Leadership, Management, Planning, Negotiating, Communication, Time Management

Job Description

Role Purpose

The purpose of this role is to ensure compliance and quality of the process within an account.

Do

• Track and review the process quality through audits
  • Develop audit plan as per SOP and allocate reviews to the analysts
  • Monitor to ensure that the audits are being conducted as per plan
  • Review the audit data across the account to review the account performance on quality parameters, identify the error trends
  • Prepare reports for review for the internal leadership as well as client
  • Identify the best practices and work with the delivery team to deploy for improvement
  • Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits.
• Drive training within the account to ensure process quality is maintained
  • Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap
  • conduct monthly trainings based on the error types identified in the process audits
  • Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates
  • Develop the training reports and share with the key stakeholders including the client twice a week.
• Support the incoming new process
  • For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required
  • For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process
• Effective Team Management
  • Resourcing
    • Hire adequate and right resources for the team
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition
    • Drive diversity in leadership positions
  • Performance Management
    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver
No.Performance ParameterMeasure1.Process Performance Meet quality parameters in the account
Trainings conducted
Timeliness in reporting2.ComplianceAudit reports
Compliance in audits3.Team ManagementTeam attrition %, Employee satisfaction score

Skills Required:

>> Manages a team of up to 50-60+ plus Quality Analysts and Quality Leads.
>> Candidates should have at least 2-3 years' or relevant experience in content moderation processes
>> Actively participate in quality deep dives and come up meaningful analysis and insights
>> Monitor Site performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score, QC Accuracy, Staff Utilization
>> Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
>> Coach and develop deputy Managers, supervisors, and managers on career paths for internal promotion and job enrichment opportunities
>> Participates in recruitment and selection. Closely work with MIS and WFM to ensure optimum staffing and availability of resources on the production floor
>> Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentoring
>> Actively initiate, drive and participate in the network-wide strategic planning of quality initiatives, process change initiatives, Lean/Kaizen activities, etc.
>> Manage the career growth and development of the process leadership team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus on company's Leadership Principles
>> Facilitate understanding of broader organizational tenets and strategic goals

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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.