Quality Assurance Analyst - L2

Job description:

Job Description

Wipro Limited||Opening for – QA Role (Gurugram).

**Please note: NO Walk-in Interview**

Forward me your updated resume at: arpita.chakraborty7@wipro.com

Education: Graduation (should have all the Degree certificates and Mark sheets) mandatory.

Location: Gurugram

Shift: Rotational (Night).

(5 Days working & 2 day rotational off).

Work From Office (Immediate Joiner).

Skills - 7QC tools, RCA, Calibration, Audit.QA,

Exp: Minimum 2 years of experience required as QA.

Roles and responsibilities:

Works closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical.

• Work as a QA to audit customer interaction from multiple channels like Voice, Email & Live Chat
• Provide feedback to agents on identified improvement opportunities
• Identify process, agent, product & system improvement insights
• Participate and lead calibration sessions with specific market contact center
• Work closely with contact center QA & POC to identify improvement opportunities
• Present audit findings and observation to required stakeholders
• Work with training team to develop right training modules
• Manage dispute raised by agents & provide required documents to support the findings
• Develops process documentation and aggregates feedback about the functionality of audit tools
• Audit, identify and implement right practices for respective markets to ensure desired level of accuracy at all time

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Experience: 1-3 Years
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Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.