Account Quality Manager

Role Purpose

The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.

Do

1. Implement deployment quality strategy for the assigned Accounts
2. Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
3. Review and reallocate the priorities to align with the overall strategy of the line of business / business unit

1. Quality control and Customer satisfaction
2. Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
3. Ensure completion of survey and address any queries in a timely manner.
4. Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
5. Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
6. Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
7. Support the Account Leadership teams for tracking and managing client escalation for closure.

1. Early Warnings and Business partnership
2. Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over- run potential), productivity, and slippages on milestones.
3. Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts.
4. Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.
5. Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.

1. Continuous Improvement
2. Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources
3. Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement
4. Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency
5. Support the collection of metrics to show the improvements- efficiency / productivity improvement.

1. Team Management
2. Team Management
3. Clearly define the expectations for the team
4. Assign goals for the team, conduct timely performance reviews and provide

constructive feedback to own direct reports

iii. Guide the team members in acquiring relevant knowledge and develop their

professional competence

1. Drive geography specific trainings for the quality team, designed basis the

statutory norms that apply in different countries

1. Ensure that the Performance Nxt is followed for the entire team
2. Employee Satisfaction and Engagement
3. Lead and drive engagement initiatives for the tea
4. Track team satisfaction scores and identify initiatives to build engagement

within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Customer advocacy group

For partnering in the administration of Customer Satisfaction Survey, quarterly pulse survey, action planning, tracking, and reporting

Business Heads/ Delivery Heads

Conceptualize and implement Action planning, participate in monthly and quarterly business review, highlighting and discussing early warning of customer escalations

External

Client quality team

Partnering and supporting them in conducting delivery quality audits

Client representatives

For individual interaction as a part of the customer satisfaction survey

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
• Knowledge of Wipro quality function processes- Expert
• Understanding of software delivery process-Expert
• Risk management procedure-Competent
• Review planning process-Competent
• Lean Management-Expert
• Six Sigma-Expert
• Process improvements process-Expert
• ISO standards implementation-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

• Leadership skills
• Team management
• Stakeholder management
• Customer orientation
• Detail orientation
• Process Improvement
• Business Planning
• Communication skills

Deliver

Measure

1.

Quality Control and Customer satisfaction

• CSAT Score- BU/Account/Portfolio level

• Process Compliance/Exceptions Scores

• Audit Coverage percentage

• Schedule performance Scores

• Planned vs actual project effort

• Resource productivity scores

2.

Capability Building

• New Employee Onboarding

• New Employee Certifications

3.

Continuous Improvement

• Lean projects implemented per year

• Productivity improvement of resources

• Continuous Improvement Processes implemented per year

4

Team Management

• Team attrition %

• Employee satisfaction scores

5

Capability Building

• % trained on domain and location specific skills,

• % of team trained in necessary leadership skills

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