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IrlandIrland

Wipro Technologies

Publiseringsdato 04.09.2023

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Quality Assurance Analyst Swedish and Norwegian

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 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.

    • Behavioral Competencies
      • Project Management Skills
      • Analytical Skills
      • Execution Excellence
      • Passion for results
      • Stakeholder Management


    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 theprocess

    QAAS(Advisory Services)
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