The purpose of this role is to conduct audits to ensure qualitycompliance within the account.
| | | | | --- | --- | --- | | 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 |
Lists the competencies required to perform this role effectively:
| | | | --- | --- | | Competency Levels | | Foundation | Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal 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. |
| | | | | --- | --- | --- | | No. | Performance Parameter | Measure | | 1. | Audit | Adherence to the calendar; audit targets<br><br>Compliance % as per audit reports – zero misses | | 2. | Process Compliance | Case targets – 2 hours/ week logged to be updated with theprocess |
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
Unconscious bias training
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 240,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.