Skip to main contentA logo with &quat;the muse&quat; in dark blue text.

Quality Assurance Analyst

AT Wipro
Wipro

Quality Assurance Analyst

Manila, Philippines

The in scope activities for this process involves i nbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc and o utbound calls for early stage (0-59 days) delinquent customers - dialer and manual. Products to be managed are m ortgage, club, condo and latitude.

1. Audit the number of cases / calls as mandated by the client and track performance

2. Review calls/completed cases for adherence to internal/regulatory guidelines

3. Record feedback on Agents & his/her areas of improvements

4. Bring in necessary changes to the process and constant updation of core process

5. Attend calibrations sessions both internal and with the clients

Want more jobs like this?

Get Management jobs in Manila, Philippines delivered to your inbox every week.

By signing up, you agree to our Terms of Service & Privacy Policy.


6. Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trendsIdentify and support other opportunities for quality improvement across the team

7. Develop materials and process documentation to support training as and when required

8. Documenting quality issues, performance measures and quality improvements for management reviews

9. Create quality score cards to track performance level

10. Sharing feedback and briefings to associates to improve their quality

11. Coordinating and facilitate calibrations

12. Able to identify the Root cause and share observations with Operations

13. Should have knowledge on 7 QC tools

14. Must have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management

At least 2 year of college completion

2 to 4 Years of banking contact Center experience

Min 2years of experience as QA in Contact center

1. Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.

2. Excellent Communication & feedback/ coaching Skills

3. Proficient at MS office Applications like PowerPoint, Excel etc.

4. Willingness to work in shifts

5. Excellent oral and written communication and listening skills

Client-provided location(s): Quezon City, Metro Manila, Philippines
Job ID: Wipro-3111174
Employment Type: Full Time