QUALITY ASSURANCE ANALYST L2

Job description:
Job Description
Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
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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.
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Deliver
No. Performance Parameter Measure 1. Audit Adherence to the calendar; audit targets
Compliance % as per audit reports zero misses 2. Process Compliance Case targets 2 hours/ week logged to be updated with the process
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Mandatory Skills: Quality Management
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Experience: 1-3 Years
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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.

Work arrangement
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