Quality Analyst

Job Description

Wipro is looking for QAs from an IT Service Desk background in Bangalore. Quality Analyst Role purpose : Development and Improvement via coaching to L1/L2 agents by conduction Audits and work with Bottom Quartiles •2-5 year(s) experience as Quality analyst in Service desk environment •Should have knowledge in Service Desk 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 & PowerPoint •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 performance feedback and coaching, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager. Coaching agents and outliers on the floor with respect to domain and communication. 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. Provide weekly QA feedback to supervisors to help them analyze the trends with the team. Calibrate cases internally with the team to ensure minimum difference in the ratings. Conduct regular huddles with the various 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 KTs that happen. RCA on Fatal Errors and provide inputs for further training needs. Suggest Quality improvement plan. Refresher training on process, ticket documentation mandates, customer handling and communication skills. Focus on ensuring that technical skills are updated at all times for new support services. Help in updating the Knowledgebase.