Process Excellence Consultant - L3

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Role & Responsibility/Designation

Quality and Process Excellence Consultant

Delivery Process/ Function Name

Quality

Educational Qualification

B.Sc. / BE / B Tech/ MBA/ B.Stat

Skills ( Must Have)

• Problem solving tools/ analytical skills •
• Excellent communication / interpersonal, facilitation skills •
• High energy level, confident, assertive and team player

Experience ( Minimum)

• • Functional knowledge of Six Sigma, Statistical tools, Quality & Process re-engineering
• • Exposure to ISO, CMMi or COPC will be added advantage
• • Consulting experience in Shared Services Set up/BPO space is desirable

Audit the number of cases / calls as mandated by the client and track performance
• Review calls/completed cases for adherence to internal/regulatory guidelines
• Record feedback on Agents & his/her areas of improvements
• Bring in necessary changes to the process and constant updation of core process
• Attend calibrations sessions both internal and with the clients
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
• Identify and support other opportunities for quality improvement across the team
• Develop materials and process documentation to support training as and when required
• Documenting quality issues, performance measures and quality improvements for management reviews
• Create quality score cards to track performance level
• Sharing feedback and briefings to associates to improve their quality
• Coordinating and facilitate calibrations
• Able to identify the Root cause and share observations with Operations
• Should have knowledge on 7 QC tools
• Must have a good knowledge on Excel
• TNA/TNI/TTQ
• RAG analysis and BQM to identify bottom performers and support management
Excellent oral and written communication and listening skills
Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.
Must possess procedure driven judgment to find the best solution to an issue.
Maintaining a positive, empathetic, and professional attitude toward customers always.
Communicating and coordinating with colleagues, as necessary

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [email protected]. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.