Quality Assurance Analyst

4 days ago


Cebu City, Central Visayas, Philippines Wipro Technologies Full time

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Work with usTitle: Quality Assurance Analyst

Requisition ID: 28706

City: Cebu

Country/Region: PH

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

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

Responsibilities:

  • Audit the number of cases/calls as mandated by the client and track performance.
  • Review calls/completed cases for adherence to internal/regulatory guidelines.
  • Record feedback on Agents & their areas of improvement.
  • Implement necessary changes to the process and constantly update core processes.
  • Attend calibration sessions both internal and with the clients.
  • Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends. Identify and support other opportunities for quality improvement across the team. Develop materials and process documentation to support training as needed.
  • Document quality issues, performance measures, and quality improvements for management reviews.
  • Create quality scorecards to track performance levels.
  • Share feedback and briefings with associates to improve their quality.
  • Coordinate and facilitate calibrations.
  • Able to identify the root cause and share observations with Operations.
  • Knowledge of 7 QC tools is required.
  • Proficient in Excel TNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management.

Qualifications:

  • Min 2-3 years of experience as QA in contact center/BPO.
  • 2 to 4 years of customer service experience, preferably in banking operations.
  • Undergraduate/bachelor's degree.
  • Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen, etc.
  • Excellent communication and feedback/coaching skills.
  • Proficient in MS Office applications like PowerPoint and Excel.
  • Willingness to work in shifts with excellent oral and written communication and listening skills.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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