Quality Assurance Analyst
4 semanas atrás
Join to apply for the Quality Assurance Analyst - L2 role at Wipro .
The purpose of this role is to conduct audits to ensure quality compliance within the account.
Job DescriptionRole Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
Responsibilities- Conduct process quality audits as per plan
- Perform various process audits (1 audit/agent/week) according to procedures and guidelines.
- For agents in the bottom performance quartile, conduct 3 audits/agent/week.
- Prepare findings and share reports with clients and account leadership on a daily/weekly/monthly basis as required.
- Conduct weekly error trend analysis and root cause analysis for the top 2 errors.
- Conduct calibration communication and refresher trainings to address skill gaps due to changes.
- Audit adherence : Follow audit calendar and targets; compliance percentage as per reports.
- Process compliance : Log case targets (2 hours/week) and update accordingly.
Mandatory Skills: Quality
Experience: 1-3 Years
Reinvent your world. We are building a modern Wipro, an end-to-end digital transformation partner with bold ambitions. We welcome applications from people with disabilities.
Additional Details- Seniority level: Entry level
- Employment type: Full-time
- Job function: Quality Assurance
- Industries: IT Services and IT Consulting
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