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This job is a Quality Assurance Analyst L2, where you'll check processes to ensure they meet quality standards. You might like this job because you enjoy problem-solving and want to help improve team performance through audits and training.
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Job Description
Job Description:
Job Description
Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
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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.
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Deliver
| No. | Performance Parameter | Measure |
| 1. | Audit | Adherence to the calendar; audit targets Compliance % as per audit reports â zero misses |
| 2. | Process Compliance | Case targets â 2 hours/ week logged to be updated with the process |
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Job Requirements
Company Benefits
Comprehensive Health Insurance
Covers a wide range of medical, dental, and vision expenses to keep you and your family healthy.
Paid Time Off
Enjoy vacation days, personal leave, and holidays to relax and recharge without losing income.
Retirement Savings Plan
Contribute to KWSP with company matching to secure your financial future.
Additional Info
Company Profile
Wipro Limited
Wipro Limited is a global information technology, consulting, and business process services company headquartered in Bengaluru, Karnataka, India. It offers a comprehensive suite of services, including digital strategy advisory, technology consulting, custom application design, development, re-engineering and maintenance, IT consulting, systems integration, package implementation, cloud and infrastructure services,...