Quality Analyst

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Angajator: Wipro Digital Operations and Platforms
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 04.04.2019
    Scurta descriere a companiei

    Everyday at Wipro Digital Operations and Platforms is challenging and thought-provoking. What is tested is your drive, enthusiasm and initiative. New ideas are appreciated and innovation is encouraged - if you have a suggestion and a plan to take it forward - you will get all the necessary support to transform it into action.


    • Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.
    • Provide regular performance feedback and coaching, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager.
    • Coaching agents and outliers on the floor with respect to domain and communication.
    • Responsible for generating daily, weekly & monthly reports for internal purposes.
    • Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
    • Provide weekly QA feedback to supervisors to help them analyze the trends with the team.
    • Calibrate cases internally with the team to ensure minimum difference in the ratings.
    • Conduct regular huddles with the various teams/ training batches to share client expectations and trends observed.
    • Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.
    • Liaise with the customer counterparts, for any/all KT’s that happen.
    • RCA on Fatal Errors and provide inputs for further training needs.
    • Suggest Quality improvement plan.
    • Refresher training on process, ticket documentation mandates, customer handling and communication skills.
    • Focus on ensuring that technical skills are updated at all times for new support services.
    • Help in updating the Knowledgebase.

    English (Additional ITGBGESPFR would be an added advantage)

    • Six sigma – Yellow / Green Belt (added advantage)


    Experience & Skills required:
    • 2+ year(s) experience as Quality analyst in BPO / Service desk environment
    • Band: A3/B1
    • Should have knowledge in Service Desk Operations
    • Should have anawalytical & reasoning skills
    • Ability to create Weekly & Monthly Quality reports for the management review
    • Ability to analyze large amounts of data and draw out meaningful, actionable summaries
    • Expertise in Microsoft Excel & PowerPoint
    • Collaborates well & Effective communicator at all levels
    • Should have effective coaching skills