Overview
Vocal Coach Jobs in Pune, India at Wipro
Quality Analyst
3+ year(s) experience as Quality analyst in Service desk and Infrastructure support environment
Should have knowledge in Service Desk and Infrastructure Support Operations
Should have analytical & reasoning skills
Ability to create Weekly & Monthly Quality reports for the management review
Ability to analyze large amounts of data and draw out meaningful, actionable summaries
Expertise in Microsoft Excel & Power Point
Collaborates well & Effective communicator at all levels
Should have effective coaching skills
Roles & Responsibilities
Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.
Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever it’s required.
Responsible for generating daily, weekly & monthly reports for internal purposes.
Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
Calibrate cases internally with the team to ensure minimum difference in the ratings.
Conduct regular huddles with the teams/ training batches to share client expectations and trends observed.
Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.
Liaise with the customer counterparts, for any/all KT’s that happen.
RCA on Fatal Errors and provide inputs for further training needs.
Suggest Quality improvement plan.
Refresher training to be conducted based on the top defects identified.
Help in updating the Knowledge base.
Educational Qualification:
Any degree (Minimum Graduation)
Relevant Knowledge
Six sigma – Yellow / Green Belt (added advantage)
ITIL training & certification is preferrable
Note: ïƒ Fluent in spoken English is a mandate.
Title: Vocal Coach
Company: Wipro
Location: Pune, India
Category: Quality Assurance – QA/QC (QA Specialist / Manager, Quality Control / Manager, Quality Technician/ Inspector)
