Quality Assurance Analyst

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. ͏Essential skills:College graduate2 to 4 Years of banking contact Center experinceBasic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.Excellent Communication & feedback/ coaching SkillsProficient at MS office Applications like PowerPoint, Excel etc. Willingness to work in shiftsExcellent oral and written communication and listening skills Exposure to UK Banking / other vertical CollectionsLong DescriptionResponsibilities:Audit the number of cases / calls as mandated by the client and track performance Review calls/completed cases for adherence to internal/regulatory guidelinesRecord feedback on Agents & his/her areas of improvementsBring in necessary changes to the process and constant updation of core processAttend calibrations sessions both internal and with the clientsCollaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trendsIdentify and support other opportunities for quality improvement across the teamDevelop materials and process documentation to support training as and when requiredDocumenting quality issues, performance measures and quality improvements for management reviewsCreate quality score cards to track performance levelSharing feedback and briefings to associates to improve their qualityCoordinating and facilitate calibrationsAble to identify the Root cause and share observations with OperationsShould have knowledge on 7 QC toolsMust have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management͏DeliverNo.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targets Compliance % as per audit reports ÃÂÃÂÃÂ zero misses2.Process ComplianceCase targets ÃÂÃÂÃÂ 2 hours/ week logged to be updated with the processMandatory 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.