Associate L1

City: Hyderabad

State/Province: Telangana

Posting Start Date: 4/6/26

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 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Position Overview:

We are seeking a dedicated and resilient Production Agent L1 to join Wipro Technologies' BPS-Trust & Safety team. This role is crucial in ensuring the integrity and safety of online platforms by reviewing and moderating content that spans sensitive and challenging categories. The successful candidate will demonstrate professional maturity and emotional strength when addressing graphic, sensitive, or potentially inappropriate content.

Key Responsibilities:

• Meticulously review and moderate various types of content including graphic, violent, sexual, abusive, hate speech, derogatory, illegal acts, violence, death, and tragic events, ensuring adherence to company standards and guidelines.
• Proactively monitor transactions to detect suspicious or fraudulent patterns using specialized fraud detection tools, conducting thorough investigations of flagged cases to assess risk levels and compliance requirements.
• Collaborate effectively with cross-functional teams to develop and implement fraud prevention strategies, maintain accurate and timely reporting, and enhance overall content safety processes.
• Uphold high quality standards by managing transactions following established protocols and service level agreements, ensuring that client queries and requests are handled promptly and professionally.
• Support customers through professional communication channels, documenting and tracking all interactions, troubleshooting concerns, and escalating complex cases when necessary to maintain exceptional service levels.

This position requires a proactive mindset, strong communication skills in English, and the capacity to remain composed and professional in dealing with challenging content and customer interactions. You will play a key role in safeguarding the online experience and maintaining trust within digital communities.

Operational Excellence: Key Duties

• Transaction Management & Client Interaction:
  • Respond diligently to all incoming requests from clients via telephone or email, maintaining polite and professional communication at all times.
  • Accurately document client identification details, including name, department, contact information, and nature of the issue or inquiry for effective tracking and resolution.
  • Keep personal availability up to date in the RAVE system to support smooth workflow and process productivity.
  • Track, log, and maintain records of all client queries along with resolution steps to identify recurring issues and improve problem-solving efficiency.
  • Adhere strictly to established procedures and service level agreements to resolve queries within accepted timelines, ensuring legal compliance and customer satisfaction.
  • Maintain internal knowledge repositories and update self-help resources, contributing to faster resolution and improved client support experience.
  • Recognize and escalate critical or unresolved issues to team leaders promptly to avoid delays and potential customer dissatisfaction.
  • Ensure clients receive complete product information and disclosures during all interactions to foster transparency and trust.

• Delivering Outstanding Customer Service:
  • Provide knowledgeable, patient, and effective support by diagnosing client issues and guiding them through step-by-step resolutions tailored to their needs.
  • Assist clients in navigating product features and functionalities, enhancing their understanding and maximizing their use of services.
  • Demonstrate professionalism and courtesy in troubleshooting all client queries, maintaining a calm and solution-focused approach.
  • Maintain meticulous records of all customer interactions through designated tracking systems, facilitating accurate reporting and follow-up.
  • Offer alternative solutions when appropriate to retain customer loyalty and business, always prioritizing client satisfaction.
  • Communicate clearly and effectively, adjusting messages to the audience to ensure understanding and positive outcomes.
  • Conduct follow-ups and scheduled callbacks to gather client feedback and confirm adherence to contractual obligations and service agreements.

• Building Capability for Sustained Excellence:
  • Participate actively in ongoing product training sessions to maintain up-to-date knowledge of features, updates, and changes critical to delivering superior service.
  • Enroll in client-specific and broader professional development programs to continually enhance skills and performance.
  • Collaborate with team leaders to identify learning opportunities and training needs that align with client requirements and organizational goals.
  • Engage in self-directed learning initiatives and cultivate professional networks to stay connected with industry trends and best practices.

Performance Metrics and Evaluation:
NoPerformance ParameterMeasurement Criteria1Process EfficiencyNumber of cases resolved daily, adherence to process and quality standards, compliance with service level agreements (SLAs), customer pulse survey scores, and direct feedback from clients.2Self-ManagementMeasures include individual productivity and efficiency, attendance and punctuality records, completed training hours, and number of technical qualifications obtained.
We strive for constant improvement and operational excellence, encouraging every team member to uphold the highest standards in client service and process compliance. Regular feedback and assessments will guide your progress and professional development within the organization.

Mandatory Skills: Content Moderation .

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.

Client-provided location(s): Hyderabad, India

Job ID: Wipro-157827

Employment Type: OTHER

Posted: 2026-04-06T18:40:04