Job Description

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Role Purpose

The purpose o central quality analyst role is to conduct qualityaudits and perform analytics in different areas as defined by centralquality team, supporting the project teams in ensuring higher clientsatisfaction

Do

• Conduct process quality audits as per plan
• Conduct various process audits as per guidelines and SPO'sdefined in QMS
• Prepare findings from the report and share it with the account/project leadership on daily/ weekly/ monthly, as required
• Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to communicate any changesfrom the client and conduct refresher trainings to bridge any skill gapdue to these changes

• Conduct analysis, report generation and process compliancein different areas like metrics office, CAG, Process Definition
• Ensure processes to be followed in Wipro in terms of all qualitynorms in the areas of project management and highlight potential risks
• Provide insights and process guidance to the projects as per theneed
• Prepare timely dashboards, reports, insights and share with thecentral quality and delivery teams to ensure minimum client escalation
• From time to time highlight any critical escalations where thecentral quality team's intervention is required in any BU projectteam
• Automate the report generations etc to ensure minimization ofnon-value added tasks, ensuring maximum utilization of existingplatforms and their increased adoption

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Central Quality teams

Sharing reports, insights, dashboards on various areas like processaudit, metric office, process definition etc

BU project delivery teams

Sharing reports, insights and dashboards as per project requirements

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill

• Domain/Industry Knowledge - Awareness and knowledge oftechnological and global standards with respect to process and qualityin the ITES/BPO industry - Master
• Leveraging Technology - Knowledge of current and upcomingtechnology along with expertise in programming (automation, tools andsystems) to build efficiencies and effectiveness in own function/ Clientorganization - Competent
• Process Excellence - Ability to follow the standards and norms toproduce consistent results, provide effective control and reduction ofrisk - Expert
• Technical Knowledge - Knowledge of operational processes,quality certifications etc - Expert

Competency Levels

Foundation

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

Competent

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

Expert

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

Master

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

• Analytical Skills
• Execution Excellence
• Client centricity
• Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Quality Standards

Timely generation of reports, dashboards, insights to therespective team

Accuracy of the data

Feedback from the project teams on the insights

Quality of insights shared with the team

Performance Testing