Quality Assurance (QA) Lead - L2

Role Purpose

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

Qualifications

• Overall experience of 5-8 years, with a minimum of 2 years of supervisory experience in a Quality Assurance role within a contact center environment.
• Excellent communication skills, both verbal and written, enabling you to convey complex information clearly and effectively.
• Proficient in data analytics and presentation skills, particularly in Excel and PowerPoint, to drive presentations and reports.
• A strong process improvement mindset, focusing on continuous enhancement of quality measures and client outcomes.
• Skilled in conflict management and problem resolution, enabling you to navigate complex situations with tact and transparency.
• Experience in reporting and dashboarding, providing insights that guide decision-making within the organization.
• Ability to manage multi-site audits effectively and lead improvement initiatives that span across various teams and locations.
• Demonstrated leadership capabilities to inspire and guide teams towards achieving shared goals and quality standards.
• Experience managing compliance and understanding of regulatory requirements.
• Training in Power BI and macro designing to enhance reporting capabilities and data analysis.

Mandatory Skills: Quality .

Experience: 5-8 Years
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Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.