Job Title: RCA Lead
City: Hyderabad
State/Province: Telangana
Posting Start Date: 9/5/26
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.
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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Do
Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLAâÃÂÃÂs defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customersâÃÂàand clientsâÃÂàbusiness
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver
No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
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.
