Quality Assurance Analyst L3

Wipro; Hyderabad; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Wipro in Hyderabad is seeking a Quality Assurance Auditor to conduct process quality audits as per plan and report findings to client and leadership. The role involves weekly analysis of error trends, root cause analysis for top errors, and coordinating calibration communications and refresher trainings to address changes.

3-5 years of experience in quality operations is expected, with a focus on maintaining audit adherence and process compliance as part of the account’s quality program.

Formación

• Mandatory skills in Quality (Ops).
• Experience: 3-5 years.

Responsabilidades

• Conduct process quality audits as per plan.
• 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.

Conocimientos

Quality (Ops)

Descripción del empleo

Job Description:

Job description:
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: 3-5 Years.

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