Home
/
Project Management
/
Quality Assurance Analyst
Quality Assurance Analyst-March 2024
Atlanta
Mar 16, 2025
ABOUT WIPRO
Wipro is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfoli
10,000+ employees
Consulting
VIEW COMPANY PROFILE >>
About Quality Assurance Analyst

  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 - FoundationProcess 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

  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 theprocess

  Quality Assurance

Comments
Welcome to zdrecruit comments! Please keep conversations courteous and on-topic. To fosterproductive and respectful conversations, you may see comments from our Community Managers.
Sign up to post
Sort by
Show More Comments
SIMILAR JOBS
(Senior) Medical Advisor, Cardio
About the Role In line with overall product strategy, the Medical Advisor is responsible for supporting the design, implementation and execution of Medical Affairs plans for assigned Therapy Area, pr
CS FFO IR Facilities UPW Engineer
Job Description Join Intel-and build a better tomorrow. Intel is in the midst of an exciting transformation, with a vision to create and extend computing technology to connect and enrich the lives of
Sr.Tech, Field Service
Date Posted: 2023-09-19 Country: Japan Location: Tokyo International Air Terminal 1F, IT Machine Room (S3D0), Ota-ku, Haneda Airport 2-6-5, Tokyo, Japan Position Role Type: Unspecified Collins Aerosp
Senior Specialist Global Clinical Supply Trade Systems (Hybrid)
Job Description Description Senior Specialist GCS Trade Systems position is responsible for the Trade systems governing our Research & Development division's imports and exports within our compan
Technical Assistance Specialist II
Job Description Functional Title: Technical Assistance Specialist II Report to: Technical Assistance Manager About the Center on Child Wellbeing and Trauma (CCWT) The Center on Child Wellbeing and Tr
Customer Property Administrator (Onsite)
Date Posted: 2023-12-12 Country: United States of America Location: HTX36: Richardson, TX 3200 E Renner Rd , Richardson, TX, 75082-2402 USA Position Role Type: Onsite Collins Aerospace is seeking a P
Manager, Visa Consulting and Analytics
Company Description Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities a
Ingénieur(e) Projet Alternateur F/H
Job Description Summary The Generator Lead Engineer, will execute the mechanical scope on one or more nuclear Generator projects. He/she will be part of a project team and will lead the related activ
Data Center, Warehouse and Electrical Construction Project Manager
Job Description Join our Intel Fab Construction Enterprise (FCE) in building the world's largest semiconductor manufacturing factories across the globe. The future is what we build. Our enterprise ma
Senior Quality Manager (m/f/d) in Tech. Research and Development
About the Role Location: Mengeš #LI-Hybrid Join highly connected team of excellent quality experts as Senior Quality Manager and collaborate with other teams in building and operationalizing the uniq
Copyright 2023-2025 - www.zdrecruit.com All Rights Reserved