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.

Positive-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.

- 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

📌 Wipro is Hiring For Quality Analyst role in Pune
🏢 Wipro
📍 Pune