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
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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Do
Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLAâÃÂÃÂs defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customersâÃÂàand clientsâÃÂàbusiness
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver
No |
Performance Parameter |
Measure |
1 |
Process |
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
2 |
Self- Management |
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
Wipro is seeking a Training/ Quality Lead- Trust & Safety who combines excellent training, Quality, Policy and organizational skills with the ability to function effectively to bring their talent to our team. As a Training & Quality Lead- Trust & Safety, you will be responsible for new hire communication training (Classroom Training), providing feedback & coaching to agents on communication and audit transactions, driving insights within in the team as a part of continuous improvement.
Primary Responsibilities:
- Conduct audit transactions as defined by the client & close loop the feedback and coaching.
- Structure on-boarding training requirements.
- Ensure all new employees go through the defined new hire learning path for their respective roles.
- Participate in and lead activities and work with the client and stakeholders to ensure that processes knowledge is documented and transferred to the operations team.
- Support new hires during OJT and golive
- Manage/provide refresher and remedial training for existing employees
- Maintain trainee data and information in the central repository to ensure audit readiness
- Analyze training needs for employees, single point of contact for the account for any training requirements
- Provide pro-active training intervention / guidance to leadership targeting metric / business impact
Qualifications
- Bachelor’s degree.
- Minimum 2 years’ experience in a relatable Trainer / Quality analyst role.
- Acquainted with the communication nuances for the possible kinds of errors that one would expect in this setting.
- Proficient in Microsoft Office and other relevant software programs.
- Excellent spoken and written Communication Skills.
- Good understanding of functional grammar.
- Needs to have strong training ability.
Mandatory Skills: Content Moderation
.
Experience: 1-3 Years
.
The expected compensation for this role ranges from $35,500 to $76,000 .
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.
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