Quality Assurance Analyst L2

1 day ago


Gurgaon, Haryana, India Wipro Full time ₹ 2,00,000 - ₹ 8,00,000 per year

Job Description

Job Title: Quality Assurance Analyst L2

City: Gurugram

State/Province: Haryana

Posting Start Date: 11/26/25

Job Description:

Job Description

Role Purpose

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

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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.
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Deliver

No.

Performance Parameter

Measure

1.

Audit

Adherence to the calendar; audit targets

Compliance % as per audit reports – zero misses

2.

Process Compliance

Case targets – 2 hours/ week logged to be updated with the process

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