Quality Assurance Analyst

1 day ago

Cebu City, Central Visayas, Philippines Wipro Full time $40,000 - $60,000 per year

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

Job Description

Role Purpose

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

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Responsibilities:

  1. Monitor and evaluate agents' performance to ensure adherence to established processes, policies, and guidelines.
  2. Collaborate with Supervisors and Team Coaches to provide constructive feedback and personalized coaching to agents based on thorough evaluation results.
  3. Analyze qualitative and quantitative data to formulate insightful recommendations for minimizing errors and honing process performance.
  4. Generate and manage performance tracking reports to present trends and outcomes, driving accountability and excellence.
  5. Facilitate outlier training sessions and daily huddles to reinforce best practices and provide support to team members.
  6. Maintain productivity levels to meet service requirements and contribute to overall service objectives.
  7. Ensure proactive monitoring and implementation of strategies to achieve key quality parameters, including CSAT, MPS, CES, and FCR.
  8. Maintain a positive and collaborative relationship with teammates and departments to foster a supportive work environment.
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Qualifications:

  1. Completion of at least 2nd year of college education, with a Bachelor's Degree preferred.

  2. Minimum of 2 years of experience in a contact center environment, showcasing a background in direct customer interactions.

  3. At least 6 months of experience in transactional monitoring or as a quality assurance analyst, preferably within the retail domain.

Mandatory Skills: Quality.

Experience: 1-3 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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