India Job Openings

Wipro Limited

Quality Assurance Analyst

Pune

September 4, 2024

Pune, India
DOP
3105981

Job Description

Roles & Responsibilities:

Audit transactions and provide feedback and coaching to agents to improve quality.
Monitor Agents for compliance with established processes, policies and guidelines.
Share report and analysis based on quality audit results

Work with TL/SME and Managers to improve learning curve of associates

Analyst will work with the Supervisor and/or Team Coach to provide feedback and coaching to Agents based on evaluation results.
Analyze information and utilize to build recommendations to reduce errors and improve process performance.
Create and maintain tracking reports in relation to performance
Conducting outlier trainings and daily huddles.
Support service levels by being productive whenever required.

2 - 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks

Qualifications:

Graduation.

Order Management(Comms).

Shift-US.

2 - 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks.

1.Ability to Mentor agents and give feedback of calls monitored
2.Act as a Subject Matter Specialist
3.Participate in teleconferences and meetings initiated by the customer
4.Take ownership of issues and escalations
5.Escort customers through third party product support
6.Ability to investigate and take action on unresolved cases.
7.Support the agents on day to day activities to ensure faster resolution of issues
8. Ability to plan, prioritize, organize and communicate with client

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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