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Title:  Quality Assurance Analyst - L2

Requisition ID:  45029
City:  Gurugram
Country/Region:  IN

Wipro Gurgaon ||Direct hiring for Quality Analyst Profile

 

**Please note: NO Walk-in Interview**

Education: Graduation (should have all the Degree certificates and Mark sheets) mandatory.

Location: Gurgaon(WFO)

 

Exp-Miminum 1 yr. of experience required as a QA.

 

Shift: Day Shift/5 days a week/Work from office (However, if any client ask, role will have to work in Night Shift with Work from Home option)

Roles & Responsibilities:

  • 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 top2 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.

 

Skills Required:

  • International voice experience & good English communication to interact with North America team.
  • Call Quality, BQM, 7QC tools, calibration (internal and External),WBR, Client connect refresher Session with excellent communication.

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 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 – zero misses
2. Process Compliance Case targets – 2 hours/ week logged to be updated with the process

 

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Wipro Gurgaon ||Direct hiring for Quality Analyst Profile

 

**Spot Offer**

 

**Please note: NO Walk-in Interview**

Education: Graduation (should have all the Degree certificates and Mark sheets) mandatory.

Location: Gurgaon(WFO)

Shift: Day Shift/5 days a week/Work from office (However, if any client ask, role will have to work in Night Shift with Work from Home option).

Exp-Miminum 1 yr. of experience required as a QA.

Roles & Responsibilities:

  • 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 top2 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.

 

Skills Required:

  • International voice experience & good English communication to interact with North America team.
  • Call Quality, BQM, 7QC tools, calibration (internal and External),WBR, Client connect refresher Session with excellent communication.

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