Wipro is Hiring For Quality Analyst role in Pune

Wipro; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Wipro Limited in Hinjewadi Phase 2, Pune, India, is seeking a Quality Auditor (Chat) with 3–5 years of quality assurance experience. The role focuses on auditing customer chat interactions, applying the scorecard, and delivering coaching to raise performance.

You will produce regular quality reports, participate in calibration sessions, and ensure adherence to regulatory and client requirements in a US shift while working onsite five days a week with two rotational offs.

Qualifications

• Strong knowledge of Fraud and KYC.
• Excellent analytical, problem solving, and decision-making skills.
• Ability to work under pressure and meet tight deadlines.
• Good written and verbal communication.
• High attention to detail and strong organizational skills.
• High Integrity, confidentiality and compliance mindset.

Responsibilities

• Conduct quality audits of customer interactions (Chat) as per agreed sampling requirements.
• Ensure accurate and timely completion of assigned audit volumes.
• Ability to review chat interactions against the quality scorecard
• Ability to evaluate tone, empathy, and professionalism
• Provide real-time and retrospective coaching & feedback to improve performance.
• Participate in internal and client calibration sessions to maintain scoring consistency.
• Conduct RCA for repeat defects, critical errors, and performance trends.
• Analyze audit results and quality trends.
• Prepare daily, weekly, and monthly quality reports and dashboards.
• Identify challenge areas and suggest methods to improve quality, at the individual and program levels
• Monitor compliance with regulatory, client, and organizational requirements
• Identify focus group, suggest training & / or Ops teams facilitating re-training and closely monitor their post training performance.

Skills

Fraud & KYC

Analytical

Problem solving

Communication

Attention to detail

Integrity & confidentiality

Job description

Key Roles and Responsibilities

• Conduct quality audits of customer interactions (Chat) as per agreed sampling requirements.
• Ensure accurate and timely completion of assigned audit volumes.
• Ability to review chat interactions against the quality scorecard
• Ability to evaluate tone, empathy, and professionalism
• Provide real-time and retrospective coaching & feedback to improve performance.
• Participate in internal and client calibration sessions to maintain scoring consistency.
• Conduct RCA for repeat defects, critical errors, and performance trends.
• Analyze audit results and quality trends.
• Prepare daily, weekly, and monthly quality reports and dashboards.
• Identify challenge areas and suggest methods to improve quality, at the individual and program levels
• Monitor compliance with regulatory, client, and organizational requirements
• Identify focus group, suggest training & / or Ops teams facilitating re-training and closely monitor their post training performance.

Good-to-Have Hiring Skills

• Strong knowledge of Fraud & KYC
• Excellent analytical, problem solving, and decision-making skills.
• Ability to work under pressure and meet tight deadlines.
• Good communication skills, both written and verbal
• High attention to detail and strong organizational skills.
• High Integrity, confidentiality and compliance mindset.

Job Description

• Location - Wipro Limited, Rajiv Gandhi Infotech Park, Hinjewadi Phase 2, Pune.
• Total Experience - 3 to 5 Years
• Quality Experience - Atleast 1-2 Years
• Shift - US Shift
• Working Model - Work From Office (5 days Working , 2 days rotational Week offs)
• Transport - One way drop facility (within hiring zone only)
• NP - Immediate, 30 to 60 days only