Quality Assurance Analyst

1 week ago


Cebu City, Central Visayas, Philippines Wipro Full time

Role Purpose

The purpose of this role is to conduct audits to ensure quality compliance within the account.

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 the 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
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Industries
  • IT Services and IT Consulting and Travel Arrangements

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