Quality Assurance Manager for Night Shift

Wipro Limited
Gurgaon, India
Added: January 16, 2024

Night Shift work from office role


  • Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
  • Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
  • Understanding of Transaction Quality concepts, best practices & ability to lead transaction quality function end to end for established businesses & new transitions
  • Responsible for handling teams across different lines of business and across multiple geographies
  • Performing Root cause analysis on complex problem situations & work on action planning. Designing & implementing corrective & preventive action planning
  • Perform data analysis to arrive at meaningful inferences and design action plans basis the analysis
  • Ensure timely hiring as per the capacity plan
  • Present & participate in Quality & Business discussion during executive client connects & visits
  • Ensuing all Quality SOP’s are in place and also ensure adherence to the SOPs from an internal and external audit standpoint
  • Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
  • Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
  • Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels
  • Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
  • Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across client organization to understand what happened and why
  • Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as clients products and communities change and grow
  • Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
  • As new Content Policies are being developed and prototyped, provide details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
  • Deliver just-in-time training to Analysts on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
  • Actively re-review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
  • Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
  • Experience in Content Moderation domain preferred

Recommended Qualification

  • Over all experience of 12+ years. With relevant experience in Transaction Quality
  • Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment
  • 5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
  • Proven track record of collaborating with cross-functional groups to produce results
  • Demonstrated ability to perform well in a rapidly changing and extremely global team
  • Strong practical experience with Excel (PivotTable, Charts, Statistical functions) & power point is essential.
  • Experience with Tableau/Power BI or other similar tools is a plus
  • Excellent communication skills
  • Strong critical thinking and exceptional problem-solving skills
  • Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
  • Passion for our mission of ensuring a world class support experience for our community
  • Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus xii. Project management certification (PMP, Prince2, etc.) is a plus