Job description:Job Description

Role Purpose

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

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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.  

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Deliver

 

No.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targetsCompliance % as per audit reports – zero misses2.Process ComplianceCase targets – 2 hours/ week logged to be updated with the process

 

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Mandatory Skills: QAAS(Advisory Services) .

 

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.