QUALITY ASSURANCE ANALYST L2
Wipro
Pune Division, Maharashtra, India1–3 yrs1h agovia LinkedIn
Role Purpose
Conduct audits to ensure quality compliance within the account.
Key Responsibilities
- 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 error trends and for the 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.
Performance Measures
- Audit Adherence: Compliance % as per audit reports (zero misses).
- Process Compliance: Case targets (2 hours/week logged to be updated with the process).
Requirements & Tech Stack
- Quality (Ops)