Quality Assurance Analyst

Wipro


Date: 2 weeks ago
City: Pune, Maharashtra
Contract type: Full time
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.

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

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