Quality Assurance Analyst Mandarin

Job description:

Job Description

Role Purpose

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

͏

Responsibilities

• Audit transactions and provide feedback and coaching to agents to improve quality
• Monitor Agents for compliance with established processes, policies and guidelines.
• Share report and analysis based on quality audit results
• Work with TL/SME and Managers to improve learning curve of associates
• Analyst will work with the Supervisor and/or Team Coach to provide feedback and coaching to Agents based on evaluation results.
• Analyze information and utilize to build recommendations to reduce errors and improve process performance.
• Create and maintain tracking reports in relation to performance
• Conducting outlier trainings and daily huddles.
• Support service levels by being productive whenever required.

͏

Qualifications:

• College Graduate
• 1-2 years total experience
• Require minimum of 6 months Travel industry experience for support roles

 

͏

Deliver

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

Mandatory Skills: Quality Assurance .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.