Job Description

Position: Quality Assurance (QA) Lead L1

Wipro Band: B2

Voice/ Non-Voice: Non-Voice

Shift: 24*7

Qualification: Graduation

Experience: 4+Years of experience in COMO including 1+ years of experience in QA role

Experience Breakup: COMO BPO

Essential Hiring Skills:

Analytical and Investigative Skills:

  - Pattern Recognition: Identifying recurring themes, malicious URLs, or suspicious attachments across multiple spam incidents.

  - Data Interpretation: Analyzing email logs, bounce messages, and spam reports to extract relevant information.

  - Forensic Thinking: Approaching spam incidents like a puzzle, gathering clues, and piecing together information to form a complete picture.

Cybersecurity Awareness:

  - Phishing and Spoofing Recognition: Identifying characteristics of phishing and spoofing attempts that often masquerade as legitimate emails.

  - Malware and Ransomware Awareness: Understanding the dangers of malicious attachments and links.

  - Account Compromise Indicators: Recognizing signs that a customer's email account may have been compromised and used for spamming

  - Has the ability to make judgements based on practice and previous experience

  - Excellent communication skills in order to provide client service

  - Good listener and communicator who effectively conveys information verbally and in writing

  - Strong interpersonal and people management skills

  - Strong analytical skills with an ability to solve issues with a win-win negotiation approach

  - Be a good decision maker

  - Operating procedures

  - Service Levels

  - Process metrics

  - Proficient with MS Office (Word, Excel, PowerPoint)

Responsibilities:

  1. Participate in KA and KT related activities in the account and work with the client and various stakeholders to ensure that processes knowledge is documented and transferred to the operations team

  2. Deliver Generic Domain Specific Modules along with up skilling resources on process.

  3. Structure On boarding Training requirements, Pre Process, Customer Visits etc.

  4. Ensure that all new employees go through the defined new learning path for their respective roles in the account

  5. Deliver pre-process and process training for new employees

  6. Support new hires during OJT and GO-live

  7. Provide refresher and remedial training for existing employees

  8. Ensure all regulatory requirements are complied with from time to time

  9. Maintain trainee data and information

  10. Generate training reports from time to time

  11. Support any administrative tasks like trainee roster and scheduling etc.

  12. Create/Customize training content for delivery

  13. Provide feedback and coaching to analysts on the floor

  14. Take ownership for improvement in analysts’ performance

  15. Analyze training needs for employees working for the account.

  16. Responsible for account level Training metrics

  17. Responsible for adhering to training standardization guidelines defined by the BU Training Function

  18. Responsible to work with ops to bridge gaps during training.

Languages: English (Read/Write/Speak)

Language Proficiency Level:  B2

Nationality: Indian Native

Delivery Location: Bangalore (Work from office)