Quality Analyst
Wipro
Pune2–6 yrs3h agovia Naukri
Walk-in drive · Wed 21 Oct · 10.00 AM - 1.00 PM
Wipro campus, Hinjewadi Phase- II, Wipro Circle. Map
About the Role
Quality Analyst for an International Chat process at Wipro in Pune.
Key Responsibilities
- Conduct quality audits of customer interactions (Chat) as per agreed sampling requirements.
- Ensure accurate and timely completion of assigned audit volumes.
- Review chat interactions against the quality scorecard.
- Evaluate tone, empathy, and professionalism.
- Provide real-time and retrospective coaching & feedback to improve performance.
- Participate in internal and client calibration sessions to maintain scoring consistency.
- Conduct RCA for repeat defects, critical errors, and performance trends.
- Analyze audit results and quality trends.
- Prepare daily, weekly, and monthly quality reports and dashboards.
- Identify challenge areas and suggest methods to improve quality, at the individual and program levels.
- Monitor compliance with regulatory, client, and organizational requirements.
- Identify focus groups, suggest training & / or Ops teams facilitating re-training and closely monitor their post training performance.
Requirements & Tech Stack
- Analytical skills
- Problem-solving skills
- Decision-making skills
- Ability to work under pressure and meet tight deadlines.
- Good communication skills, both written and verbal.
- High attention to detail and strong organizational skills.
- High Integrity, confidentiality and compliance mindset.
Qualifications
- Quality Analyst experience in an International Chat process.
Location: Pune
Shift: US shift (night shift)
Work type: Work from office only
Facility: 1 way cab facility