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 |
eCommerce Assurance