Sahasra
Quality Assurance Analyst - Digital Operations @Wipro | ex-Tcser
- Role
- Quality Assurance Analyst at Wipro
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
Experience
Quality Assurance Analyst
Aug 2023 — Present · Hyderabad, IN
Evaluating calls based on predefined criteria such as accuracy, compliance- Providing constructive feedback to agents to help them improve their performance and adherence to quality standards- Monitoring and reporting on key performance indicators (KPI’s) related to call quality, customer satisfaction and efficiency- Maintaining accurate records of audits, AOA scores and Rebuttal data- Identifying training needs and assisting in the development of training materials to address gaps in performance/knowledge- contributing to the ongoing improvement of processes and procedures with the management to enhance overall service delivery- Effectively communicating audit findings and recommendations to both agents and management in a clear and constructive manner- Handling G-suit in preparing the Root Cause Analysis (RCA), Vendor Analysis.
Education
Kakatiya University
Master's degree
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