Quality Assurance (qa) Lead job from Wipro Limited in Bengaluru, Karnataka, India

Sunday 8th, May 2022

Wipro Limited

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Bengaluru, Karnataka


Quality Assurance

Wipro Limited is a reputed company based in Home Office. We are looking for talented professional from the field of Quality Assurance to join our team as Quality Assurance (qa) Lead.


Role Purpose

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


  • Track and review the process quality through audits
    • Develop audit plan as per SOP and allocate reviews to theanalysts
    • Monitor to ensure that the audits are being conducted as perplan
    • Review the audit data across the account to review the accountperformance on quality parameters, identify the error trends
    • Prepare reports for review for the internal leadership as wellas client
    • Identify the best practices and work with the delivery team todeploy for improvement
    • Ensure compliance part of the process by front-ending with theexternal auditors CMMIE or any onsite audits, coordinating with theinternal teams and working with SDH and AH to develop SOPs andcompliance registers as required for the audits.

  • Drive training within the account to ensure process qualityis maintained
    • Conduct Root Cause Analysis of the errors to identify thetraining intervention to bridge the gap
    • conduct monthly trainings based on the error types identified inthe 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 stakeholdersincluding the client twice a week.

  • Support the incoming new process
    • For an existing client, support the any new process addition byensuring online process training is conducted for the agents, agentshave the necessary skill and access is granted to them on applicationsrequired
    • For any new process outside the account, support the team inidentifying the skill, availability of skill within DOP or avenues forupskilling 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 toenhance capability & effectiveness
      • Build an internal talent pool and ensure their career progressionwithin the organization
  • Manage team attrition
  • Drive diversity in leadership positions
  • Performance Management
    • Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction


Delivery Leadership

Audit & training reports, error trends, new process



Training team for Account

Training content and schedule


Risk compliance

DOP Support

Compliance related support as per account SOW



Reports on training and compliance

External Auditors



Lists the competencies required to perform this role effectively:

  • Functional Competencies/ Skill
    • Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Competent
    • Process Knowledge – Strong process understanding with a clearunderstanding of process quality parameters – Competent

Competency Levels


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


Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.


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


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

  • Behavioral Competencies
    • Project Management Skills
    • Analytical Skills
    • Execution Excellence
    • Client centricity
    • Passion for results
    • Nurturing people
    • Stakeholder Management



Performance Parameter



Process Performance

Meet quality parameters in the account

Trainings conducted

Timeliness in reporting



Audit reports

Compliance in audits


Team Management

Team attrition %, Employee satisfaction score

Skills required

How To Apply

Please submit your application as instructed in the job advert or Apply from Company Website