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Title:  Quality Analyst

Requisition ID:  85477
City:  Curitiba
Country/Region:  BR
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

O propósito desta posição é garantir a excelência no atendimento ao cliente por meio da análise contínua da qualidade das interações (voz, chat e e-mail), promovendo melhorias nos processos, identificando desvios e apoiando o desenvolvimento dos times operacionais. O Quality Analyst atua como um elo entre a operação e a excelência, assegurando que os padrões internos e regulatórios sejam cumpridos, contribuindo diretamente para a satisfação do cliente e a performance do negócio.

 

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🔍 Estamos contratando: Quality Analyst 

📍 Local de atuação: Contact Center para clientes internacionais do setor bancário
📚 Formação: Ensino Médio, Graduação ou Pós-Graduação
📆 Experiência:
• 2 a 4 anos em contact center internacional
• Mínimo de 6 meses a 1 ano como Analista de Qualidade (QA) em canais como e-mail, chat e voz

🧠 Conhecimentos desejáveis:
• Metodologias de qualidade (Six Sigma, Lean, Kaizen)
• Ferramentas de qualidade (7 ferramentas da qualidade, RAG analysis, BQM, TNA/TNI/TTQ)
• Excel avançado e pacote Office
• Processos de auditoria, calibração e documentação de melhorias

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  • 🗣️ Habilidades interpessoais:
    • Comunicação oral e escrita excelente
    • Atenção aos detalhes
    • Foco no cliente
    • Capacidade de dar feedbacks e realizar coaching
    • Trabalho em equipe e colaboração com operações

    ⏰ Disponibilidade para trabalhar em turnos

     

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  • 💡 Responsabilidades:
    • Auditar casos e chamadas conforme diretrizes do cliente
    • Identificar oportunidades de melhoria e apoiar treinamentos
    • Criar scorecards e relatórios de performance
    • Participar de sessões de calibração e reuniões com stakeholders

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Deliver
 

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Change Practice SME .

 

Experience: 1-3 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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