Quality Assurance Analyst
Full time
at Wipro Technologies
in
Malaysia
Posted on December 29, 2024
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Title: Quality Assurance Analyst
Requisition ID: 19979 Country/Region: MY 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.
- Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Foundation
- Process Knowledge - Process understanding with a clear understanding of process quality parameters as per the skillup training/ certification provided by the client- Competent
- Project Management Skills
- Analytical Skills
- Passion for results
- Stakeholder Management
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