: Role Purpose The purpose of this role is to conduct audits to ensure quality compliance within the account. ͏ Do

Conduct process quality audits as per plan Conduct various process audits (1 audit/ agent/ week) as per procedure 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 client and the account leadership on daily/ weekly/ monthly, as required

Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)

Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes. ͏ Deliver

No.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targets





Compliance % as per audit reports – zero misses2.Process ComplianceCase targets – 2 hours/ week logged to be updated with the process

͏ ͏ Mandatory Skills: Quality .

Experience: 1-3 Years

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📌 QUALITY ASSURANCE ANALYST (Chennai)
🏢 Wipro
📍 Chennai