Quality Assurance Analyst - Curitiba, Brasil - Wipro Limited

Wipro Limited

Empresa verificada

Curitiba, Brasil

há 3 semanas

Postado por:

Ana Silva

beBee Recruiter

Descrição

Curitiba, Brazil

_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._

_Stakeholder Interaction_

Stakeholder Type_
Stakeholder Identification_
Purpose of Interaction_
Internal_
Delivery Leadership_
Audit & training reports, error trends, new process_
Agents_
Training_
Training team for Account_
Training content and schedule_
RMAC_
Risk compliance_
DOP

Support_

Compliance related support as per account SOW_
External_
Clients_
Reports on training and compliance_
External Auditors_
Audits_

_Display_

Lists the competencies required to perform this role effectively: _

-
_Functional Competencies/ Skill_

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

_Competency Levels_

_Foundation_

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance._

_Competent_

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well._

_Expert_

Applies the competency in all situations and is serves as a guide to others as well._

_Master_

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization._

-
_Behavioral Competencies_
- _Project Management Skills_
- _Analytical Skills_
- _Execution Excellence_
- _Passion for results_
- _Stakeholder Management_

_Deliver_

No._
Performance Parameter_
Measure_
1._
Audit_
Adherence to the calendar; audit targets_
Compliance % as per audit reports zero misses_
2._
Process Compliance_
Case targets 2 hours/ week logged to be updated with the process_

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We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.