Quality Assurance Analyst

Wipro BPO is a global information technology, consulting and outsourcing company with services spanning financial services, retail, transportation, manufacturing, healthcare services, energy and utilities, technology, telecom and media. Serving clients in 175+ cities across 6 continents, we help customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies ‘Centers of Excellence’ enable us to harness the latest technology for delivering business capability to our clients. Wipro also champions optimized utilization of natural resources, capital and talent.

A career at Wipro means a life-long opportunity to explore your potential, continuous growth, and the joy of working on the latest technologies alongside the finest minds in the industry. An inspiring combination of growth prospects, continuous innovation, fair play and a great work culture makes Wipro an exhilarating place to be in.

QUALITY ASSURANCE ANALYST

Job Description

1. Prepare Daily, weekly Operations report on Metrics such as Chat Volumes, AHT, CSAT etc. and other operational metrics

2. Analyze calls, chat, transactions, reports and check for any deviance, errors etc.

3. Excellent MS Excel/Access skills

4. Good Analytical capability

5. This position provides responsible technical support ensuring quality of care standards by providing assistance, consultation, and making recommendations to management and staff

6. Gather, organize and interpret data to support accountability across human capital strategy, policy and programming to sustain a high-quality, integrated and cross-functional service delivery model.

7. Develop, refine and monitor department performance metrics and utilize wide range of approaches to information-sharing as determined by the audience/stakeholder.

Job Requirement

• College/Bachelor's Graduate with of any field

• 2-4 years of which is relevant quality analyst experience

• Monitor the schedule's, chat volume, AHT, every parameters to meet the targets of the client, through tools(provided by the clients)

• Good knowledge MS Office (primarily excel)

• Should knowledge of real-time - Experience with voice and non-voice contact center reporting and metrics.

• Good Interpersonal & people management skills with Good problem solving approach.

• Good analytical skills for MIS, number crunching & reporting to internal & external customers.

• Ability to exercise managerial judgment and perform as a mentor.

• Knowledge of Voice reporting systems(BPO industry) will be an added advantage

Rewards and Incentives

• Competitive salary

• Amazing incentives and rewards!

• HMO as early as day one

• State of the art facilities (Gym, Pantry, etc.)

• Night shift differential pay

• Career growth opportunities

• Accessible work location

• Fun environment

Do you want to know more about us? 

Visit our website at https://careers.wipro.com

Visit our Facebook page - https://www.facebook.com/WiproCareersPH