QUALITY ASSURANCE ANALYST L2

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

Key Responsibilities:
- Conduct process quality audits as per the planned schedule
- Perform various process audits (1 audit per agent per week) following established procedures and guidelines
- For agents in the bottom quartile of performance, conduct 3 audits per agent per week
- Prepare audit findings and share reports with clients and account leadership on daily, weekly, or monthly schedules
- Conduct weekly analysis to identify error trends and perform root cause analysis (RCA) for the top two errors
- Facilitate calibration sessions to communicate client updates and deliver refresher training to bridge skill gaps

Performance Parameters:
- Audit Adherence: Meet calendar targets with zero misses; maintain 100% compliance per audit reports
- Process Compliance: Log case updates within 2 hours per week as required

Mandatory Skills: Quality Assurance
Experience: 1-3 Years

About Wipro:
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