Job Description

Position: Business Analyst

Wipro Band: B2

Voice/ Non-Voice: Both Voice & Non-Voice. Ratio of 70:30 respectively

Shift: 24*7 (Flexible to work in rotational shifts and week offs)

Qualification: Graduate degree

Experience: 60-80 months

Experience Breakup: BPO Experience and min 2 years of Trust & Safety / Content Moderation experience

Essential Hiring Skills:

Proficient in English communication and writing.

Min 5 years of work experience

Min 2 years of Trust & Safety / Content Moderation experience

Strong knowledge of RCA and quality framework

Good in current affairs (major across globe)

Trainable Skills: Will be trained on the workspace product

Languages: English (Read/Write/Speak)

Nationality: Indian

Job Location: Bangalore Work from office

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Role Summary

 The Super Quality Assurance Analyst (SQA) is integral to maintaining superior quality standards, strict process adherence, and compliance across all assigned cases and transactions. This role is strategically responsible for executing robust auditing, identifying, and analyzing defects, conducting comprehensive Root Cause Analysis (RCA), and spearheading continuous quality improvements through targeted feedback and proactive stakeholder engagement.

Job responsibilities :

I. Quality and Audit Oversight

 Audit Excellence: Achieve and sustain an Audit Accuracy Rate of 99% or higher for all personal quality checks and feedback.

 Volume & Coverage: Execute the required weekly audit volume to ensure comprehensive and timely coverage of all critical processes.

 Defect Detection: Meet the target for identifying critical and major defects missed by primary moderators, contributing to a high Defect Detection Rate.

 Trend Analysis: Proactively monitor and analyze quality performance trends, aggregating audit findings to report on systemic issues and potential process outliers.

 II. Process Governance and Compliance

 SOP Adherence: Ensure 100% compliance with all internal, client-specific Standard Operating Procedures (SOPs), and relevant policies.

 Reporting & SLAs: Guarantee the timely submission of all quality reports, feedback, and analytical documentation, strictly adhering to defined Service Level Agreements (SLAs), such as 24 hours post-audit completion.

 Root Cause Analysis (RCA): Conduct and meticulously document a minimum required volume of RCAs monthly for critical defects or process gaps, translating findings into actionable insights and implementing corrective measures to prevent recurrence.

 Process Improvement: Champion re-engineering efforts and initiatives to drive operational efficiency and enhance overall quality outcomes.

 III. Knowledge Management and Skill Development

 Knowledge Contribution: Contribute to the organizational knowledge base by creating or systematically updating knowledge articles, FAQs, and process documents on a monthly basis.

 Cross-Training: Successfully complete cross-training on a new project or process within

 the stipulated timeframe to build organizational resilience. Also Identify training gaps and create and implement upskill plans.

IV. Stakeholder Collaboration

Performance Feedback: Deliver clear, timely, and constructive quality feedback to team members, directly contributing to measurable improvements in their performance scores.

 Client Resolution: Efficiently manage and resolve client quality-related queries and feedback, adhering to agreed-upon SLAs and maintaining a high First-Time Resolution rate.

 Internal Alignment: Cultivate effective collaboration with peers and managers, as reflected in internal performance reviews.

 Cross-Functional Partnership: Partner with engineering, product management, and vendor teams to seamlessly integrate quality standards throughout the product lifecycle.