Account Quality Manager L1

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro supports clients in achieving their most ambitious goals and building sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

Deployment Quality Strategy: Develop and implement deployment quality strategies for assigned accounts, ensuring alignment with client expectations, quality standards, and monitoring mechanisms. Regularly review and adjust priorities to support the overall business unit strategy.

Quality Control and Customer Satisfaction: Facilitate the completion of annual customer satisfaction surveys across projects, addressing queries promptly. Collaborate with clients, delivery managers, and service heads to conceptualize and communicate action plans. Track and drive account-wise action plans to sustain customer satisfaction and conduct quarterly pulse surveys for ongoing feedback. Support account leadership in managing and closing client escalations.

Early Warning Systems and Business Partnership: Establish early warning mechanisms within DigiQ to proactively identify and mitigate risks related to delivery quality, schedules, resource constraints, financial issues, productivity, and milestone slippages. Participate in monthly and quarterly business reviews with leadership to ensure adherence to quality processes and lifecycle models. Promote upskilling of delivery teams on quality management tools and facilitate knowledge sharing. Collect and publish performance metrics and compliance dashboards regularly.

Continuous Improvement: Foster a culture of continuous improvement by enhancing resource efficiency and productivity within assigned accounts. Create platforms for knowledge exchange, risk mitigation, and quality issue resolution across projects. Lead initiatives for process streamlining, automation, and cost savings, setting and tracking year-on-year improvement goals. Support data collection to measure efficiency and productivity gains.

Team Management: Define clear expectations and goals for team members, conduct performance reviews, and provide constructive feedback. Guide professional development and facilitate geography-specific training aligned with statutory requirements. Ensure adherence to performance management processes. Lead employee engagement initiatives, monitor team satisfaction scores, and implement strategies to enhance team morale and retention.

Performance Deliverables: Monitor and improve key performance indicators including customer satisfaction (CSAT) scores at business unit and account levels, process compliance, audit coverage, schedule adherence, resource productivity, and project effort accuracy. Drive capability building through onboarding and certification of new employees. Implement lean projects and continuous improvement processes annually. Manage team attrition and employee satisfaction levels, ensuring training in domain-specific and leadership skills.

Required Qualifications

- 5 to 8 years of relevant experience in quality assurance, customer satisfaction management, or related roles.
- Strong expertise in Data Governance.
- Proven ability to develop and implement quality strategies and early warning systems.
- Experience in managing cross-functional teams and driving continuous improvement initiatives.
- Excellent communication and stakeholder management skills.

Preferred Qualifications and Benefits

Wipro encourages candidates who are inspired by reinvention and continuous evolution, both personally and professionally. The company offers a dynamic environment powered by purpose, where employees are empowered to design their own career paths and contribute to a modern, digitally transformed organization. Joining Wipro means becoming part of a forward-thinking business that embraces change and innovation as core values.

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This role offers an opportunity to work at the forefront of digital transformation, contributing to high-impact projects while fostering a culture of quality and continuous improvement within a global technology leader.