Quality Assurance Analyst (Collections)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at DescriptionRole Purpose The purpose of this role is to conduct audits to ensure quality compliance within the account. ͏DoConduct process quality audits as per plan Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelinesFor agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ weekPrepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as requiredConduct 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. ͏DeliverNo.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targets Compliance % as per audit reports ÃÂÃÂÃÂÃÂÃÂÃÂ zero misses2.Process ComplianceCase targets ÃÂÃÂÃÂÃÂÃÂÃÂ 2 hours/ week logged to be updated with the process͏͏Mandatory Skills: Quality Assurance

• Experience: 1-3 Years
• Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.