QUALITY ASSURANCE ANALYST L2

Wipro; Pune District; Sur place; INR 450 000 - 650 000; Plein temps

Résumé du poste

Wipro Limited is seeking a QA Auditor to conduct process quality audits in line with prescribed plans. You will audit agents weekly, focusing additional audits on bottom performers, and prepare actionable findings for clients and leadership.

You will analyze error trends and perform root cause analysis on top issues, plus coordinate calibration communications and training refreshers. The role requires 1–3 years of quality audit experience and adherence to audit schedules, contributing to ongoing

Qualifications

• 1–3 years of experience in quality audits or similar.
• Familiarity with audit processes and compliance requirements.

Responsabilités

• Conduct process quality audits as per plan.
• Audit 1 audit per agent per week; 3 audits per agent per week for bottom-quartile performers.
• Prepare findings and share with client and account leadership daily/weekly/monthly.
• Analyze weekly error trends and perform RCA on top two errors.
• Communicate calibration changes and conducted refresher trainings.

Connaissances

Quality Assurance

Auditing

Description du poste

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.

Job Description

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

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

Mandatory Skills: Quality (Ops).Experience: 1-3 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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.