Manager-Quality-HRO

Location: Chennai, Vishakapatnam • Experience: Mid Level • Openings: 7

Job description

Roles and responsibilities

Design and maintain the QA scorecard and audit framework covering all HR process towers within the SSC scope.

Execute transaction audits across Voice, Non-Voice, and Digital HR service channels (case management, email, self-serve portal).

Lead calibration sessions (L2 audits) with WPP retained HR teams, HRBPs, and agency stakeholders to ensure alignment on quality benchmarks.

Conduct structured process-level analysis — root cause analysis, trend analysis, training needs analysis — and translate findings into actionable improvement plans.

Monitor and report on golden process conformance rates, flagging deviations to GPOs for review and approval.

Partner with the Training & Knowledge Management team to design targeted coaching interventions based on audit findings.

Contribute to the design and periodic review of SLAs, KPIs, and quality parameters in alignment with WPP's SSC governance framework.

Prepare and present QA performance reports to senior stakeholders including the SSC Operations Lead and WPP SSC Central Team.

Lead implementation of 7 QC tools and Lean Six Sigma techniques to drive measurable defect reduction across processes.

Govern quality standards for automated and AI-enabled HR workflows, ensuring auditability and compliance with WPP's control frameworks.

Support internal and external audit responses by providing quality documentation, evidence packs, and corrective action records.

Manage and mentor a team of Quality Analysts, building capability in audit techniques, coaching, and process improvement methodologies.

Must Have

6–8 years of hands-on QA experience in HR Outsourcing / HR Shared Services / GBS environment