QUALITY ASSURANCE ANALYST L2
Wipro
City:
Chennai
State/Province:
Tamil Nadu
Posting Start Date:
8/3/26
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.
Deliver No. Performance Parameter Measure 1. Audit Adherence to the calendar; audit targets Compliance % as per audit reports ÃÂâÃÂÃÂÃÂàzero misses 2. Process Compliance Case targets ÃÂâÃÂÃÂÃÂà2 hours/ week logged to be updated with the process
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