Quality Assurance Analyst - L1

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 a daily/weekly/monthly basis, as required
• Conduct weekly analysis to identify error trends and, for the top 2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to inform about any changes from the client and conduct refresher trainings to address skill gaps due to these changes

Deliver

Performance Parameters and Measures:

• Audit adherence to the calendar and targets; compliance percentage as per audit reports – zero misses
• Process compliance case targets – log 2 hours/week and update accordingly

Mandatory Skills

QAAS (Advisory Services)

We are building a modern Wipro, an end-to-end digital transformation partner. We seek individuals inspired by reinvention—of themselves, their careers, and their skills. Join us to realize your ambitions and be part of a purpose-driven organization that empowers you to design your own reinvention. Applications from persons with disabilities are explicitly welcome.

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