Quality Assurance Analyst - L1
1 month ago• Kuala Lumpur, Malaysia
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
Role Purpose
JOB DESCRIPTION:
- Conducts quality reviews to evaluate quality performance and increase customer satisfaction (calls, emails and chats).
- Prepare quality stats/insights reporting to help the COE and/or BPO improve and grow.
- Facilitate calibration/alignment sessions to ensure quality review accuracy and consistency between all key stakeholders.
- Prepare daily/weekly/monthly reporting for LOBs to track and trend quality issues.
REQUIREMENTS:
- Fresher's or 6 months experience in any Quality Review process
- Dual-Lingual: Excellent English and traditional Chinese (spoken and written communication skills is a must) as this is to support China market
- Preferably someone who can join immediately.
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Work hours:
- Single shift, local standard work hours. Mon to Friday, Saturday off Day, Sunday Rest Day.
- Working hour 8 am to 5pm. Working on Public Holiday will earn replacement leave. (WFO)
Work Location:
- Gardens North Tower (Accessible via Public Transport LRT/KTM)
Do
- Conduct process quality audits as per plan
- Conduct various process audits (1 audit/ agent/ week) as per procedure 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 client and the account leadership on daily/ weekly/ monthly, as required
- Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)
- Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.
Deliver
No.Performance ParameterMeasure1.AuditAdherence to the calendar; audit targets
Compliance % as per audit reports - zero misses2.Process ComplianceCase targets - 2 hours/ week logged to be updated with the process
Mandatory Skills: QAAS(Advisory Services).
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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
Client-provided location(s): Kuala Lumpur, Malaysia
Job ID: Wipro-1163678155
Employment Type: OTHER
Posted: 2025-07-05T23:38:51
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion