Quality Assurance Analyst - L2

Wipro Limited||Opening for – QA Role (Gurugram).

* *Please note: NO Walk-in Interview**

Forward me your updated resume at: arpita.chakraborty7@wipro.com

Education: Graduation (should have all the Degree certificates and Mark sheets) mandatory.

Location: Gurugram

Shift: Rotational (Night).

(5 Days working & 2 day rotational off).

Work From Office (Immediate Joiner).

Skills - 7QC tools, RCA, Calibration, Audit.QA,

Exp: Minimum 2 years of experience required as QA.

Roles and responsibilities:

Works closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical.

• Work as a QA to audit customer interaction from multiple channels like Voice, Email & Live Chat
• Provide feedback to agents on identified improvement opportunities
• Identify process, agent, product & system improvement insights
• Participate and lead calibration sessions with specific market contact center
• Work closely with contact center QA & POC to identify improvement opportunities
• Present audit findings and observation to required stakeholders
• Work with training team to develop right training modules
• Manage dispute raised by agents & provide required documents to support the findings
• Develops process documentation and aggregates feedback about the functionality of audit tools
• Audit, identify and implement right practices for respective markets to ensure desired level of accuracy at all time

͏

͏