What are the responsibilities and job description for the Quality Assurance Analyst L2 position at Wipro Limited?
Job Description
Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
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Do
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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)
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Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.
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Deliver
No.
Performance Parameter
Measure
1.
Audit
Adherence to the calendar; audit targets
Compliance % as per audit reports â zero misses
Compliance % as per audit reports â zero misses
2.
Process Compliance
Case targets â 2 hours/ week logged to be updated with the process
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