Quality Assurance (QA) Lead L2

Role Overview: As a Quality Assurance (QA) Lead L2 at Wipro Limited, your role is to ensure compliance and quality of the process within the account. You will be responsible for tracking and reviewing the process quality through audits, developing audit plans, monitoring audits, reviewing audit data, preparing reports for internal leadership and clients, identifying best practices, ensuring compliance, driving training within the account, conducting Root Cause Analysis, supporting incoming new processes, and effectively managing the team through resourcing, talent management, performance management, and employee satisfaction and engagement. Key Responsibilities: - Track and review the process quality through audits - Develop audit plan as per SOP and allocate reviews to the analysts - Monitor to ensure that the audits are being conducted as per plan - Review the audit data across the account to review the account performance on quality parameters, identify the error trends - Prepare reports for review for the internal leadership as well as client - Identify the best practices and work with the delivery team to deploy for improvement - Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits - Drive training within the account to ensure process quality is maintained - Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap - Conduct monthly trainings based on the error types identified in the process audits - Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates - Develop the training reports and share with the key stakeholders including the client twice a week - Support the incoming new process by conducting online process training for the agents, ensuring agents have the necessary skills and access granted to required applications - Support any new process outside the account by identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process - Hire adequate and right resources for the team - 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 and drive diversity in leadership positions - Set goals for the team, conduct timely performance reviews and provide constructive feedback to direct reports - Ensure that the Performance Nxt is followed for the entire team - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team Qualifications Required: - Mandatory Skills: Test Automation - Experience: 5-8 Years,