Quality Assurance Analyst

1 semana atrás

Curitiba, Brasil Wipro Limited Tempo inteiro

Curitiba, Brazil
- DOP
- 3110452

**_Role Purpose_**
- The purpose of this role is to conduct audits to ensure quality compliance within the account._

**_Do_**

**Conduct process quality audits as per plan**
- Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines_
- For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week_
- Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required_
- Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)_
- Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes._

**_Stakeholder Interaction_**
- Stakeholder Type_
- Stakeholder Identification_
- Purpose of Interaction_
- Internal_
- Delivery Leadership_
- Audit & training reports, error trends, new process_
- Agents_
- Training_
- Training team for Account_
- Training content and schedule_
- RMAC_
- Risk compliance_
- DOP Support_
- Compliance related support as per account SOW_
- External_
- Clients_
- Reports on training and compliance_
- External Auditors_
- Audits_

**_Display_**
- Lists the competencies required to perform this role effectively: _
- **_Functional Competencies/ Skill_**
- Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - **Foundation**:

- Process Knowledge - Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client
- **Competent**

**_Competency Levels_**

**_Foundation_**
- Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance._

**_Competent_**
- Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well._

**_Expert_**
- Applies the competency in all situations and is serves as a guide to others as well._

**_Master_**
- Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization._
- **_Behavioral Competencies_**
- _Project Management Skills_
- _Analytical Skills_
- _Execution Excellence_
- _Passion for results_
- _Stakeholder Management_

**_Deliver_**
- No._
- Performance Parameter_
- Measure_
- 1._
- Audit_
- Adherence to the calendar; audit targets_
- Compliance % as per audit reports - zero misses_
- 2._
- Process Compliance_
- Case targets - 2 hours/ week logged to be updated with the process_

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