Quality Assurance Analyst at Wipro Ltd.

Role Purpose

• The purpose of this role is to conduct audits to ensure qualitycompliance within the account.

Do

Conduct process quality audits as per plan

• Conduct various process audits (1 audit/ agent/ week) as perprocedure 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 clientand the account leadership on daily/ weekly/ monthly, as required
• Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
• Conduct calibration communication to communicate any changesfrom the client and conduct refresher trainings to bridge any skill gapdue 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 broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Foundation
• Process Knowledge – Process understanding with a clearunderstanding of process quality parameters as per the skillup training/certification provided by the client– Competent

Competency Levels
Foundation

• Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

• Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

Expert

• Applies the competency in all situations and is serves as a guideto others as well.

Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.

Behavioral Competencies

• Project Management Skills
• Analytical Skills
• Execution Excellence
• Passion for results
• Stakeholder Management

Deliver
No.
Performance Parameter
Measure

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 theprocess
• Customer Service