About Wipro

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting, delivering innovative solutions to address complex digital transformation needs. With a presence in over 65 countries and a workforce of more than 230,000 professionals, Wipro is committed to helping clients, employees, and communities thrive in a rapidly changing world.

Role Overview

The Quality Assurance Analyst L1 will be responsible for conducting audits to ensure compliance with quality standards within the assigned account. This role requires attention to detail, analytical thinking, and the ability to identify and address process gaps.

Key Responsibilities

• Execute process quality audits as per the planned schedule.
• Conduct regular audits for agents, with increased frequency for those in the bottom performance quartile.
• Prepare and share audit findings with clients and account leadership on a daily, weekly, or monthly basis.
• Analyze error trends weekly and perform root cause analysis for the top recurring issues.
• Facilitate calibration sessions to communicate client updates and deliver refresher training to address skill gaps.
• Ensure adherence to audit calendars and compliance targets.
• Maintain process compliance by logging case updates as per requirements.

Performance Metrics

• Audit: Adherence to schedules and targets with zero misses.
• Process Compliance: Meeting case targets and timely process updates.

Mandatory Skills

QAAS (Advisory Services)

Why Join Wipro?

At Wipro, reinvention is part of our DNA. We are an end-to-end digital transformation partner driven by purpose, empowering our people to design their own career paths while contributing to meaningful change.

Equal Opportunity Statement

Wipro is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.