Quality Assurance Analyst - L2

Wipro; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Job summary

A leading IT services company is seeking a Quality Assurance Analyst - L2 for their Gurugram office. The candidate should have over 2 years of experience in QA and a Bachelor's degree in a relevant field. Responsibilities include auditing customer interactions, providing feedback, and leading calibration sessions. This role requires immediate joiners who can work in rotational shifts.

Qualifications

• Minimum 2 years of experience required as QA.
• Graduate with Bachelor's degree is mandatory.

Responsibilities

• Audit customer interactions from multiple channels like Voice, Email & Live Chat.
• Provide feedback to agents on identified improvement opportunities.
• Identify process, agent, product & system improvement insights.
• Participate and lead calibration sessions with specific market contact center.
• Work closely with contact center QA & POC to identify improvement opportunities.
• Present audit findings and observations to required stakeholders.
• Work with training team to develop right training modules.
• Manage disputes raised by agents & provide required documents to support findings.
• Develop process documentation and aggregate feedback on audit tools functionality.
• Audit and implement right practices for markets to ensure accuracy.

Skills

7QC tools

RCA

Calibration

Audit

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Job description

Join to apply for the Quality Assurance Analyst - L2 role at Wipro

Wipro Limited – Opening for – QA Role (Gurugram).

Please note: NO Walk-in Interview

Forward me your updated resume at: [e-mail]

Education: Graduation (should have all the Degree certificates and Mark sheets) mandatory.

Location: Gurugram

Shift: Rotational (Night).

(5 Days working & 2 day rotational off).

Work From Office (Immediate Joiner).

Skills – 7QC tools, RCA, Calibration, Audit.QA,

Exp: Minimum 2 years of experience required as QA.

Roles and responsibilities

• Work as a QA to audit customer interaction from multiple channels like Voice, Email & Live Chat
• Provide feedback to agents on identified improvement opportunities
• Identify process, agent, product & system improvement insights
• Participate and lead calibration sessions with specific market contact center
• Work closely with contact center QA & POC to identify improvement opportunities
• Present audit findings and observation to required stakeholders
• Work with training team to develop right training modules
• Manage dispute raised by agents & provide required documents to support the findings
• Develop process documentation and aggregates feedback about the functionality of audit tools
• Audit, identify and implement right practices for respective markets to ensure desired level of accuracy at all time

Qualifications

Experience: 1-3 Years

Graduate with Bachelor's degree in Computer Science, Information Technology, or related field.