Deployment Quality & Customer Satisfaction Manager

Job Description

ACCOUNT QUALITY MANAGER L2 | Wipro

The Tone:
This is a full-time role at Wipro, located in Pune, Maharashtra, India. Wipro positions itself as an end-to-end digital transformation partner with bold ambitions. This role is crucial for ensuring the quality of deployments across assigned accounts, actively working to enhance and sustain customer satisfaction levels. The Account Quality Manager L2 is expected to build customer advocacy by proactively preventing escalations and dissatisfaction, while fostering a culture of continuous improvement within their accounts.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – Pune, Maharashtra, India
• Team: Leads a team of direct reports.
• Mission: Provide assurance on deployment quality for assigned accounts, enhance customer satisfaction, and drive continuous improvement.

What You’ll Actually Do
• Implement Quality Strategy: Implement and provide inputs for the deployment quality strategy across assigned accounts, aligning with business unit objectives and established quality standards.
• Ensure Customer Satisfaction: Oversee annual and quarterly customer satisfaction surveys, conceptualize action plans with clients and delivery teams, and track closure of client escalations.
• Drive Early Warning Systems: Develop and implement mechanisms for early warning of potential client dissatisfactions, monitoring aspects like delivery quality, schedules, resources, and financials.
• Foster Continuous Improvement: Cultivate a culture of ongoing improvement within accounts by driving efficiency goals, streamlining processes, leading automation efforts, and sharing best practices.
• Lead and Develop Teams: Define team expectations, assign goals, conduct performance reviews, provide constructive feedback, and guide team members in professional development and skill acquisition.

The Must-Haves
• Background: Managerial role focused on ensuring deployment quality and customer satisfaction in enterprise accounts.
• Experience: 8-10 years of experience in Delivery Management.
• Skills: Quality Management, Customer Relationship Management, Process Improvement, Team Leadership, Stakeholder Management.