Quality Assurance Analyst L2

1 week ago


Kuala Lumpur, Malaysia Wipro Limited Full time

**Job Description**:

- **
- Job Title: Quality Assurance Analyst L2
- Req Id: 103923
- City: Kuala Lumpur
- State/Province: Kuala Lumpur
- Posting Start Date: 10/21/25
- Job Description:
**Role Purpose**

The purpose of this role is to conduct audits to ensure quality compliance within the account.

**͏**:
**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 Parameter
Measure1.
Audit
Adherence to the calendar; audit targets
Compliance % as per audit reports '“ zero misses2.
Process Compliance
Case targets '“ 2 hours/ week logged to be updated with the process

**͏**:
**͏**:

- Mandatory Skills: Quality Assurance.

Experience: 1-3 Years.

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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