Quality Assurance Analyst (remote US)

Quality Assurance Analyst
Hours:

8am-5pm ET
Position Location

:

WFH
Here we grow again!
Wipro is seeking individuals who combine excellent problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team.
Wipro is a leading global IT solutions and services company with over 240,000 dedicated employees serving clients across multiple continents and 66 countries.
We offer a strong compensation package that includes competitive hourly pay, the ability to earn overtime, bonus, and day one benefits. Wipro also offers many opportunities for career advancement within our engaging and exciting culture.
Position Summary:

Interact with customers on a regular basis and gain knowledge of their network, devices and services on the network along with ensuring any requests made by the customer are delivered and enabled on time. This position will manage a team of 12-15 resources as well as manage SLAs, escalations, attrition control, and performance management.
Core Responsibilities:
Preparation, revision and training of the Standard Operating Procedures (SOP) for the various functions of the process
Monitor and evaluate call/chats as per specified targets.
Provide relevant quality feedback & improvement areas on the audited calls/chats to the auditee.
Daily, weekly & monthly reporting of Quality dashboard and relative aspects.
Conduct and report on business-critical analysis (CPI's/KPI's)
Maintaining compliance by ensuring that all the policies are followed across the process.
Conduct sessions on the quality legend during the floor induction training period for the new hire agents.
Requirements:
Minimum of 3 years of experience
CCNA Certification, PMP, Prince2, CAPM, ITIL a plus
Preferences:
Prior Networking/Telecom experience
People management experience
Transaction Monitoring experience
Order Management(Comms)

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