Overview
Quality Assurance Analyst – L2 Jobs in Gurugram, Haryana, India at Wipro
Title: Quality Assurance Analyst – L2
Company: Wipro
Location: Gurugram, Haryana, India
Job description:Job Description
Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
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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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Deliver
No.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targetsCompliance % as per audit reports – zero misses2.Process ComplianceCase targets – 2 hours/ week logged to be updated with the process
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Qualification /Experience Breakup :
BPO experience is required in Quality / Process excellence domain in Advertising, Telecom, Banking, Ecommerce platforms, Financial Domain, Digital Marketing Domain.
Graduate or Post Graduate from any stream
2-5 Years experience
– Knowledge of MS office- Excellent Communication and written skills- Understanding of Quality 7 Tools- Problem solving and analytical skills
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