Role Purpose
The purpose o central quality analyst role is to conduct quality audits and perform analytics in different areas as defined by central quality team, supporting the project teams in ensuring higher client satisfaction
Do
Conduct process quality audits as per plan
Conduct various process audits as per guidelines and SPO’s defined 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 top 2 errors, conduct root cause analysis (RCA)
Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes
Conduct analysis, report generation and process compliance in different areas like metrics office, CAG, Process Definition
Ensure processes to be followed in Wipro in terms of all quality norms in the areas of project management and highlight potential risks
Provide insights and process guidance to the projects as per the need
Prepare timely dashboards, reports, insights and share with the central quality and delivery teams to ensure minimum client escalation
From time to time highlight any critical escalations where the central quality team’s intervention is required in any BU project team
Automate the report generations etc to ensure minimization of non-value added tasks, ensuring maximum utilization of existing platforms 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 process audit, 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 of technological and global standards with respect to process and quality in the ITES/BPO industry – Master
Leveraging Technology – Knowledge of current and upcoming technology along with expertise in programming (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization – Competent
Process Excellence – Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk – Expert
Technical Knowledge – Knowledge of operational processes, quality certifications etc – Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized 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 the respective team
Accuracy of the data
Feedback from the project teams on the insights
Quality of insights shared with the team
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