Brazil Job Openings

Wipro Limited

Quality Assurance Analyst

Curitiba

October 11, 2024

Curitiba, Brazil
DOP
3110452

Job Description

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.

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Delivery Leadership

Audit & training reports, error trends, new process

Agents

Training

Training team for Account

Training content and schedule

RMAC

Risk compliance

DOP Support

Compliance related support as per account SOW

External

Clients

Reports on training and compliance

External Auditors

Audits

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill
- Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Foundation
- Process Knowledge - Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client- Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies
- Project Management Skills
- Analytical Skills
- Execution Excellence
- Passion for results
- Stakeholder Management

Deliver

No.

Performance Parameter

Measure

Audit

Adherence to the calendar; audit targets
Compliance % as per audit reports - zero misses

Process Compliance

Case targets - 2 hours/ week logged to be updated with the process

Ad Tagging

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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