Quality Assurance Analyst

Wipro


Date: 1 day ago
City: Hyderabad, Telangana
Contract type: Full time
Role Purpose

The 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 Interaction

    Stakeholder Type

    Stakeholder Identification

    Purpose of Interaction

    Internal

    Delivery Leadership

    Audit & training reports, error trends, new process

    Agents

    Training

    Training team for Account

    Training content and schedule

    RMAC

    Risk compliance

    DOP Support

    Compliance related support as per account SOW

    External

    Clients

    Reports on training and compliance

    External Auditors

    Audits



    Display

    Lists 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 Levels

      Foundation

      Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

      Competent

      Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

      Expert

      Applies the competency in all situations and is serves as a guide to others as well.

      Master

      Coaches 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

        Deliver

        No.

        Performance Parameter

        Measure



        • Audit

        Adherence to the calendar; audit targets

        Compliance % as per audit reports - zero misses



        Process Compliance

        Case targets - 2 hours/ week logged to be updated with the process

        Quality Assurance

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