Account Quality Manager L1(Contract)

Wipro•Minneapolis, MN

About The Position

The Account Quality Manager provides assurance on deployment quality for assigned accounts and supports mechanisms that enhance and sustain customer satisfaction. The role helps improve customer advocacy by predicting and preventing escalations and dissatisfaction, while promoting continuous improvement across assigned accounts. The position supports account quality strategy, customer satisfaction surveys and action planning, early-warning mechanisms, business reviews, quality-process adherence, delivery-team upskilling, performance metrics, and continuous improvement initiatives. It also includes managing a team by defining expectations and goals, conducting performance reviews, developing team capabilities, and leading employee engagement initiatives.

Requirements

Mandatory skill: Project Management.
5–8 years of experience.

Responsibilities

Implement deployment quality strategy for assigned accounts and contribute to its development in consideration of quality standards, client expectations, and monitoring mechanisms.
Review and reallocate priorities to align with the line-of-business or business-unit strategy.
Support completion of annual customer satisfaction surveys, address related queries, and help conceptualize action plans with clients and delivery leadership.
Track account-level action plans for sustained customer satisfaction and drive quarterly pulse surveys for selected accounts or projects.
Support account leadership in tracking and managing client escalations through closure.
Implement early-warning mechanisms in DigiQ covering delivery quality and schedules, resource constraints, financial issues, productivity, and milestone slippages.
Participate in monthly and quarterly business reviews to support adherence to quality processes, define life-cycle models, and ensure project gating processes are followed.
Upskill delivery teams in quality management tools and knowledge management, and create mechanisms for sharing best practices.
Collect and publish process health, compliance, and performance metrics and dashboards.
Promote continuous improvement, knowledge sharing, risk mitigation, and process improvement across projects within assigned accounts.
Plan and drive year-over-year improvement goals through process streamlining, improvement, and automation, supporting cost savings or efficiency gains.
Collect metrics showing efficiency and productivity improvements.
Define team expectations, assign goals, conduct timely performance reviews, and provide constructive feedback to direct reports.
Guide team members in acquiring relevant knowledge and developing professional competence.
Drive geography-specific training for the quality team based on applicable statutory norms.
Lead team engagement initiatives, track satisfaction scores, and identify ways to improve engagement.