Quality Assurance Analyst

Year    Hyderabad, Telangana, India
Wipro
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Job Description


:Role PurposeThe 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 InteractionStakeholder TypeStakeholder IdentificationPurpose of InteractionInternalDelivery LeadershipAudit & training reports, error trends, new processAgentsTrainingTraining team for AccountTraining content and scheduleRMACRisk complianceDOP SupportCompliance related support as per account SOWExternalClientsReports on training and complianceExternal AuditorsAuditsDisplayLists 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 LevelsFoundationKnowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.CompetentConsistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.ExpertApplies the competency in all situations and is serves as a guide to others as well.MasterCoaches 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
DeliverNo.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targetsCompliance % as per audit reports - zero misses2.Process ComplianceCase targets - 2 hours/ week logged to be updated with the processQAAS(Advisory Services)

Wipro

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Job Detail

  • Job Id
    JD3491618
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Hyderabad, Telangana, India
  • Education
    Not mentioned
  • Experience
    Year
 
 
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