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 by aligning with quality standards, client expectations, and monitoring mechanisms. Regularly review and adjust priorities to support the overall business unit strategy.

Quality Control and Customer Satisfaction:
Ensure completion and accuracy of annual customer satisfaction surveys across projects within accounts. Address client queries promptly and collaborate with Delivery Managers and service heads to develop and track action plans aimed at sustaining high customer satisfaction. Facilitate quarterly pulse surveys for ongoing feedback and assist account leadership in managing and closing client escalations.

Early Warning Systems and Business Partnership:
Establish early warning mechanisms to predict and prevent client escalations by monitoring delivery quality, schedules, resource constraints, financial risks, productivity, and milestone adherence. Participate in monthly and quarterly business reviews with leadership to enforce quality processes and lifecycle models. Promote upskilling of delivery teams in quality management and knowledge sharing. Support performance metric collection and compliance reporting.

Continuous Improvement:
Foster a culture of continuous improvement within assigned accounts to enhance resource efficiency and productivity. Create forums for knowledge sharing, risk mitigation, and quality issue resolution across projects. Lead initiatives for process streamlining, automation, and cost-saving improvements, tracking progress through relevant metrics.

Team Management:
Define clear expectations and goals for team members, conduct regular performance reviews, and provide constructive feedback. Support professional development through targeted training, including geography-specific compliance programs. Ensure adherence to performance management frameworks. Drive employee engagement initiatives, monitor satisfaction scores, and implement measures to improve team morale and retention.

Deliverables and Performance Metrics:
- Customer Satisfaction (CSAT) scores at business unit, account, and portfolio levels
- Process compliance and audit coverage percentages
- Schedule adherence and resource productivity metrics
- New employee onboarding and certification rates
- Number of lean projects and continuous improvement initiatives implemented annually
- Team attrition rates and employee satisfaction scores
- Percentage of team trained in domain-specific and leadership skills

Required Qualifications
- 5 to 8 years of relevant experience in quality assurance, customer satisfaction, and team management within technology services
- Strong understanding and practical experience with Agile Scrum methodology
- Proven ability to develop and implement quality strategies and early warning systems
- Experience in driving continuous improvement and managing client escalations
- Excellent communication and stakeholder management skills

Preferred Qualifications and Benefits
Wipro encourages professionals who are passionate about reinvention and continuous growth. As a modern digital transformation partner, Wipro offers a dynamic environment where you can evolve your career and skills in alignment with the changing industry landscape. Joining Wipro means being part of a purpose-driven organization that empowers you to shape your own professional journey while contributing to impactful, global projects.