Quality Assurance Analyst - L2

Job Description

About The Role : Role Purpose The purpose of this role is to conduct audits to ensure quality compliance within the account. 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. Deliver No.Performance ParameterMeasure 1.AuditAdherence to the calendar; audit targets Compliance % as per audit reports zero misses 2.Process ComplianceCase targets 2 hours/ week logged to be updated with the process Wipro Gurgaon ||Direct hiring for Quality Analyst Profile **Spot Offer** **Please note:NO Walk-in Interview** Education:Graduation (should have all the Degree certificates and Mark sheets) mandatory. Location: Gurgaon(WFO) Shift:Day Shift/5 days a week/Work from office (However, if any client ask, role will have to work in Night Shift with Work from Home option). Exp-Miminum 1 yr. of experience required as a QA. Roles & Responsibilities: 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 top2 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. Skills Required: International voice experience & good English communication to interact with North America team. Call Quality, BQM, 7QC tools, calibration (internal and External),WBR, Client connect refresher Session with excellent communication.