Quality Assurance Analyst - Singapore - Wipro Limited

Wipro Limited

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

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Description

Singapore, Singapore

_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 mínimal 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_

QAAS(Advisory Services)

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.