Wipro—RCA Lead

Job description

Description: 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. The RCA Team Lead directs a team of analysts responsible for investigating process breakdowns, SLA breaches, quality defects, and customer escalations. This role focuses on converting transactional defect trends into actionable Corrective and Preventive Actions (CAPA), minimizing rework, and partnering with Operations, Quality and Training to protect delivery targets. Must Have Skills - 4–6 years in BPO operations or transactional quality, with at least 1–2 years in an SME, Senior QA, or Team Lead capacity handling RCA/escalations. - Hands-on mastery of 5 Whys, Ishikawa, 8D Problem Solving, and CAPA lifecycle tracking - Should have good experience in Mapping/Labelling. Key Responsibilities - RCA Delivery & Methodology: Lead end-to-end investigations on fatal errors, compliance misses, DSAT/CSAT dips, and SLA breaches using frameworks such as 5 Whys, Fishbone (Ishikawa), Pareto analysis, and Failure Mode and Effects Analysis (FMEA). - Team Governance & People Management: Manage a team of RCA/Quality analysts, set daily auditing targets, run coaching sessions, handle shift rosters, and maintain team productivity and SLA adherence. - CAPA Implementation & Tracking: Formulate and track short-term fixes and long-term preventive actions in collaboration with Operations, Workforce Management (WFM), and Training teams. - Data & Trend Analytics: Analyze defect distribution across queues, shifts, and agent tenures; build daily, weekly, and monthly failure trend dashboards for senior leadership. - Stakeholder Reviews: Present deep-dive RCA decks and recovery roadmaps during client governance calls, internal business reviews (MBR/QBR), and escalation huddles. - Continuous Improvement: Identify automation, knowledge-base update, and workflow simplification opportunities to eliminate repeat process failures. Good To have - Six Sigma Yellow/Green Belt certification is strongly preferred. - Confident verbal and written presentation skills to articulate complex operational breakdowns to external clients and internal leadership. - Experience running client-facing Root Cause Analysis presentations independently and comfortable with ambiguous problem solving. Mandatory Skills: Geographic Information Systems(Maps) . Experience: 5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.