Job Description
Job Title:  Quality Analyst - L2
Req Id:  96676
City:  Austin
State/Province:  Texas
Posting Start Date:  9/21/25
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

L1 support
• Tier 1 support
• Incident management
• Ticket triage
• Case management
• Issue escalation
• Root cause analysis
• SLA adherence / SLA management
• Knowledge base / SOP documentation
• Service desk / Help deskL1 support
• Tier 1 support
• Incident management
• Ticket triage
• Case management
• Issue escalation
• Root cause analysis
• SLA adherence / SLA management
• Knowledge base / SOP documentation
• Service desk / Help desk

Workflow optimization
• Process documentation
• Queue management
• Escalation path design
• KPI tracking (e.g., FCR, AHT, CSAT, backlog)
• Reporting & dashboards
• Data-driven insights
• Operational excellenceWorkflow optimization
• Process documentation
• Queue management
• Escalation path design
• KPI tracking (e.g., FCR, AHT, CSAT, backlog)
• Reporting & dashboards
• Data-driven insights
• Operational excellence

Partner operations
• Vendor management support
• Partner onboarding
• Partner issue resolution
• Partner escalation handling
• Cross-functional coordination
• Account health monitoringPartner operations
• Vendor management support
• Partner onboarding
• Partner issue resolution
• Partner escalation handling
• Cross-functional coordination
• Account health monitoring
Mandatory Skills: Technical Support .

 

Experience: 5-8 Years .

 

Expected annual pay for this role ranges from $60,000 to $135,000 . Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

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.
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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.