Quality Assurance Analyst - L2

Wipro; Chennai District; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading IT services company in Chennai is seeking an entry-level Quality Assurance professional to conduct audits ensuring compliance within their accounts. You will perform regular quality audits, analyze error trends, and prepare reports for leadership. Ideal candidates will have 1-3 years of experience in quality assurance, and strong communication skills are required. This full-time role offers an opportunity to be part of a dynamic team dedicated to digital transformation.

Qualifications

• 1-3 years of experience in quality assurance or auditing.
• Knowledge of compliance metrics and reporting.
• Ability to conduct trainings on error trends and process updates.

Responsibilities

• Conduct process quality audits as per plan.
• Prepare findings and share with leadership as required.
• Conduct root cause analysis for top errors.

Skills

Process quality audits

Root cause analysis

Communication skills

Job description

The purpose of this role is to conduct audits to ensure quality compliance within the account.

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.

Deliver

• Performance Parameters
  • Audit Adherence to the calendar; audit targets - Compliance % as per audit reports – zero misses
  • Process Compliance - Case targets – 2 hours/ week logged to be updated with the process

Experience: 1-3 Years

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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Quality Assurance
• Industries - IT Services and IT Consulting