Quality Analyst - L2

• Knowledge base / SOP documentation
• Service desk / Help deskL1 support
• Tier 1 support
• Incident management
• Ticket triage
• Case management
• Issue escalation
• Root cause analysis
• SLA adherence / SLA management
• Knowledge base / SOP documentation
• Service desk / Help desk

Workflow optimization
• Process documentation
• Queue management
• Escalation path design
• KPI tracking (e.g., FCR, AHT, CSAT, backlog)
• Reporting & dashboards
• Data-driven insights
• Operational excellenceWorkflow optimization
• Process documentation
• Queue management
• Escalation path design
• KPI tracking (e.g., FCR, AHT, CSAT, backlog)
• Reporting & dashboards
• Data-driven insights
• Operational excellence

Partner operations
• Vendor management support
• Partner onboarding
• Partner issue resolution
• Partner escalation handling
• Cross-functional coordination
• Account health monitoringPartner operations
• Vendor management support
• Partner onboarding
• Partner issue resolution
• Partner escalation handling
• Cross-functional coordination
• Account health monitoring

Mandatory Skills: Technical Support .

Experience: 5-8 Years .

The expected compensation for this role ranges from $60,000 to $135,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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): Austin, TX

Job ID: Wipro-101359

Employment Type: OTHER

Posted: 2025-10-07T18:39:55