WiproEmployer profile
Quality Assurance Analyst
Location not specified · 2–4 yrs
Experience- 2–4 yrs
Salary- Not disclosed
Location- Location not specified
- Work mode
- Not specified
- Job type
- Full-time
Apply by- Closing date not listed
- Posted
- 15 Mar 10
About this role
Roles & Responsibilities:- Audit transactions and provide feedback and coaching to agents to improve quality.
- Monitor Agents for compliance with established processes, policies and guidelines.
- Share report and analysis based on quality audit results
- Analyst will work with the Supervisor and/or Team Coach to provide feedback and coaching to Agents based on evaluation results.
- Analyze information and utilize to build recommendations to reduce errors and improve process performance.
- Create and maintain tracking reports in relation to performance
- Conducting outlier trainings and daily huddles.
- Support service levels by being productive whenever required.
Qualifications:
Graduation.
Order Management(Comms).
Shift-US.
2 - 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks.
- Ability to Mentor agents and give feedback of calls monitored
- Act as a Subject Matter Specialist
- Participate in teleconferences and meetings initiated by the customer
- Take ownership of issues and escalations
- Escort customers through third party product support
- Ability to investigate and take action on unresolved cases.
- Support the agents on day to day activities to ensure faster resolution of issues
- Ability to plan, prioritize, organize and communicate with client