Job Description
Job Title:  QUALITY ASSURANCE ANALYST
City:  Mumbai
State/Province:  Maharashtra
Posting Start Date:  4/9/26
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: 

Job Description

Job description

Opening for Quality Analyst (Mumbai).

(Require minimum of two year Travel industry experience for support roles)-Mandatory ( Application we can't consider without the Travel Industry Experience).

Share your updated Resume @ arpita.chakraborty7@wipro.com

or

Contact no-9123368739


  • Exposure to Travel Industry.
  • IATA Certification


Exp: Require minimum of two year Travel industry experience for support roles.




Role & responsibilities


1. Audit transactions and provide feedback and coaching to agents to improve quality
2. Monitor Agents for compliance with established processes, policies and guidelines.
3. Share report and analysis based on quality audit results
4. Work with TL/SME and Managers to improve learning curve of associates
5. Analyst will work with the Supervisor and/or Team Coach to provide feedback and coaching to Agents based on evaluation results.
6. Analyze information and utilize to build recommendations to reduce errors and improve process performance.
7. Create and maintain tracking reports in relation to performance
8. Conducting outlier trainings and daily huddles.
9. Support service levels by being productive whenever required.


Preferred candidate profile


1.Monitor Agents for compliance with established processes, policies and guidelines.
2. QA will work with the Supervisor and/or Team Coach to provide feedback and coaching Agents based on evaluation results.
3. Analyze information and utilize to build recommendations to reduce errors and improve process performance.
4. Create and maintain tracking reports in relation to performance
5. Conducting outlier trainings and daily huddles.
6. Support service levels by being productive whenever required.
7. Should monitor and implement actions to achieve the quality parameters


 

͏

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. 
       
Mandatory Skills: Quality (Ops) .

 

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.
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