Quality Assurance Analyst - Guadalajara, México - Wipro Limited

Wipro Limited

Empresa verificada

Guadalajara, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Overview:
**_
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._