Wipro is Hiring: Quality Assurance Analyst - L2
Are you an experienced Quality Assurance (QA) Analyst looking for a rewarding career opportunity? Wipro, a global leader in IT services and consulting, is hiring for the Quality Assurance Analyst - L2 role in Gurgaon. If you have a keen eye for detail, strong analytical skills, and experience in process audits, this is a fantastic opportunity to join a leading organization and grow your career. Read on to learn more about this role, its responsibilities, required skills, and the application process.
About Wipro
Wipro Limited is one of the world’s top IT consulting and business process services companies, providing cutting-edge technology solutions to various industries. With a workforce spanning across multiple countries, Wipro is committed to delivering innovation and excellence in every project. As a Quality Assurance Analyst - L2, you will be part of a highly skilled team, ensuring process compliance, conducting quality audits, and driving performance improvements.
Job Details
• Company: Wipro
• Role: Quality Assurance Analyst - L2
• Requisition ID: 45029
• Location: Gurgaon, India (Work From Office)
• Experience Required: Minimum 1 year as a QA Analyst
• Employment Type: Full-time
• Shift: Day Shift (5 days a week, Work From Office). If required by the client, night shift with Work From Home (WFH) option will be available.
• Education: Graduation (Must have all degree certificates and mark sheets)
• Application Process: Direct Hiring (No Walk-in Interviews)
Roles & Responsibilities
As a Quality Assurance Analyst - L2, you will play a critical role in maintaining process compliance and enhancing performance quality. Your key responsibilities will include:
1. Conducting Process Quality Audits
• Perform one audit per agent per week following established guidelines.
• For agents in the bottom quartile of performance, conduct three audits per agent per week to ensure quality improvement.
• Document audit findings and share reports with the client and account leadership on a daily, weekly, and monthly basis.
2. Error Analysis and Root Cause Identification
• Perform weekly analysis to identify error trends in the process.
• For the top two recurring errors, conduct Root Cause Analysis (RCA) to determine the underlying causes.
• Suggest corrective measures and recommend process improvements to minimize errors.
3. Calibration and Refresher Training
• Conduct calibration communication sessions to discuss any changes from the client.
• Organize refresher training sessions to bridge knowledge and skill gaps caused by process changes.
• Ensure that all QA analysts and team members are aligned with the latest quality standards.
4. Performance Monitoring and Reporting
• Maintain audit compliance by adhering to the audit calendar and meeting all audit targets.
• Log a minimum of two hours per week updating process cases and documentation.
• Ensure that performance metrics meet the required compliance percentages, maintaining zero misses in audit reports.
Skills Required
To excel in this role, candidates should possess the following skills and expertise:
Technical Skills
• Quality Assurance & Call Monitoring: Strong experience in conducting quality audits for international voice processes.
• BQM & 7QC Tools: Proficiency in Business Quality Management (BQM) and the 7 Quality Control (QC) tools for process improvement.
• Calibration (Internal & External): Ability to conduct internal and external calibration sessions to align QA standards.
• Workforce Business Review (WBR): Experience in performance reviews, reporting, and workforce management.
• Client Connect & Refresher Training: Ability to conduct client sessions and refresher training programs to improve agent performance.
Soft Skills
• Excellent English Communication: Must be able to interact effectively with the North America team.
• Analytical & Problem-Solving Skills: Ability to identify trends, analyze errors, and provide actionable insights.
• Attention to Detail: Strong focus on quality, compliance, and accuracy in reporting.
• Collaboration & Teamwork: Ability to work with cross-functional teams and ensure alignment with quality standards.
Why Join Wipro as a Quality Assurance Analyst?
1. Work with a Global Leader in IT Services
Wipro is a top-tier IT consulting and business process services company that provides employees with an opportunity to work on world-class projects.
2. Growth and Career Advancement
Wipro encourages career development by offering skill enhancement programs, training sessions, and leadership opportunities for its employees.
3. Work-Life Balance
Enjoy a 5-day work week, with a day shift schedule. In special cases, night shifts with Work From Home (WFH) options may be available.
4. Competitive Salary & Benefits
Receive a competitive salary package along with additional employee benefits, including health insurance, performance bonuses, and more.
5. A Culture of Innovation and Excellence
Wipro fosters an inclusive and diverse work environment where employees are encouraged to share ideas, learn from peers, and excel in their career.
How to Apply?
🔓 How to Unlock the Apply Link
1️⃣ Click "SUBSCRIBE TO UNLOCK LINK".
2️⃣ Subscribe to the YouTube channel.
3️⃣ Wait 10 seconds.
4️⃣ Click "Click To Apply" when it appears. 🎉
