Wipro is Hiring For Quality Analyst role in Pune

Key Roles and Responsibilities

• Conduct quality audits of customer interactions (Chat) as per agreed sampling requirements.
• Ensure accurate and timely completion of assigned audit volumes.
• Ability to review chat interactions against the quality scorecard
• Ability to evaluate tone, empathy, and professionalism
• Provide real-time and retrospective coaching & feedback to improve performance.
• Participate in internal and client calibration sessions to maintain scoring consistency.
• Conduct RCA for repeat defects, critical errors, and performance trends.
• Analyze audit results and quality trends.
• Prepare daily, weekly, and monthly quality reports and dashboards.
• Identify challenge areas and suggest methods to improve quality, at the individual and program levels
• Monitor compliance with regulatory, client, and organizational requirements
• Identify focus group, suggest training & / or Ops teams facilitating re-training and closely monitor their post training performance.

Good-to-Have Hiring Skills

• Strong knowledge of Fraud & KYC
• Excellent analytical, problem solving, and decision-making skills.
• Ability to work under pressure and meet tight deadlines.
• Good communication skills, both written and verbal
• High attention to detail and strong organizational skills.
• High Integrity, confidentiality and compliance mindset.

Job Description

• Location - Wipro Limited, Rajiv Gandhi Infotech Park, Hinjewadi Phase 2, Pune.
• Total Experience - 3 to 5 Years
• Quality Experience - Atleast 1-2 Years
• Shift - US Shift
• Working Model - Work From Office (5 days Working , 2 days rotational Week offs)
• Transport - One way drop facility (within hiring zone only)
• NP - Immediate, 30 to 60 days only