Job Description

Position: Deputy Manager

• Quality

Wipro Band: B3

Shift: Rotational Shift** Qualification:** Academic Qualification: Graduate External Certification: Any Quality Certification would be an added advantage

Experience: 24 months

Essential Hiring Skills: Communication and strong Client management skills

Good to have/Trainable skills: GIS product knowledge

Responsibilities: Ensures accuracy, process control, and continuous improvement in the process Work with stakeholders to meet the business goals Present quality metrics in the business reviews Build and manage QMS for GIS data Create SOPs. QC scheklist, version control guidelines Conduct QC/QC audits on qc work Define accuracy thresholds, tolerance limits and acceptance criteria Implement CAPA and error tracking workflows Monitor KPIs Train team on quality methods Manage sampling plans and validation Prepare quality reports for management/Clients

Languages: English

Nationality: Indian

Delivery Location: Hyderabad (WFO)

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Do

### **Ensure process is executed as per the client contract**

	- Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes

	- Prepare notes from the huddle meetings and share it with the team

	- Prepare and share the performance data of the team with the client at the end of the shift

	- Interact with the client and prepare note to share updates and changes with the team

	- Review the performance on the key process metrices and conduct RCA to improve quality parameters

	- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client

	- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

	- Be part of the discussion between manager and WFM team on forecast and number of agents required

	- Organize fun hours on Friday for the team to promote team engagement

	- Identify opportunities for automation within the account and share it with the manager

	Provide details and data to the automation team to support the automation initiative

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### **Drive performance of the team on the identified metrices of the process**

	- Review last 6-8 weeks performance data (RAG) and identify low performers

	- Provide feedback and coach the outliers/ low performers to improve their performance metrices

	- Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers

	- Handhold the employees on performance on process and monitor for improvements

	- Identify training needs for new joiners especially and track their daily progress

	- Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

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### **Stakeholder Interaction & Management**

	- Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts

	- Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.

	- Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account

	- Work with quality team to ensure the quality improvements as per the delivery standards of the contract

	Provide timely assistance in case of an escalation and support resolution of escalations/ issues

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### **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