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Quality Assurance Analyst L2

Quality Assurance Analyst L2

WiproKuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job description

Wipro Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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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

  • Performance Parameter : Audit Adherence to the calendar; audit targets; Compliance % as per audit reports – zero misses
  • Process Compliance : Case targets – 2 hours / week logged to be updated with the process

    • Experience

    1-3 Years

    Seniority level

  • Entry level

    • Employment type

  • Full-time

    • Job function

  • Quality Assurance
  • Industries : IT Services and IT Consulting

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    Quality Assurance Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia