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Title:  Quality Assurance Analyst - L2

Requisition ID:  44709
City:  Singapore
Country/Region:  SG
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.

Quality Assurance Analyst

Job Roles:

  • Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
  • Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
  • Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
  • Applying critical thinking & analytics thinking to provide insights to the client
  • Conduct weekly analysis to identify the error trends and for top errors, conduct root cause analysis (RCA)
  • Highlight trends and red flags to the business for better improvements
  • Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
  • Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
  • Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders

Required Skills & Qualifications:

  • Degree or equivalent practical experience
  • Minimum of 2 years' experience in a sale or call center environment with Quality Assurance experience
  • Excellent interpersonal and communication skills
  • Bilingual - Fluent in English and Thai
  • Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
  • Ability to work in a fast-paced environment.
  • Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for our agents.
  • Coaching experience is a plus.
  • Experience in the advertising industry is a plus

 

 

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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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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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