Latest job hiring in the Philippines:
Wipro Philippines. is hiring for: Quality Assurance
-Proficient in English (Read + Write + Speak)
-Very strong in technical and process Knowledge
-Previous Service Desk (Voice Support) experience preferred.
-Should have knowledge in Service Desk Operations
-Should have analytical & reasoning skills
-Ability to create Weekly & Monthly Quality reports for the management review
-Ability to analyze large amounts of data and draw out meaningful, actionable summaries
-Expertise in Microsoft Excel & PowerPoint
-Collaborates well & Effective communicator at all levels
-Should have effective coaching skills.
-Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.
-Provide regular performance feedback and coaching, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager.
-Coaching agents and outliers on the floor with respect to domain and communication.
-Responsible for generating daily, weekly & monthly reports for internal purposes.
-Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
-Provide weekly QA feedback to supervisors to help them analyze the trends with the team.
-Calibrate cases internally with the team to ensure minimum difference in the ratings.
-Conduct regular huddles with the various teams/ training batches to share client expectations and trends observed.
-Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.
-Liaise with the customer counterparts, for any/all KT’s that happen.
-RCA on Fatal Errors and provide inputs for further training needs.
-Suggest Quality improvement plan.
-Refresher training on process, ticket documentation mandates, customer handling and communication skills.
-Focus on ensuring that technical skills are updated at all times for new support services.
-Help in updating the Knowledgebase.
-Basic knowledge on ITIL, LEAN and Six Sigma is preferred
-Should be willing to do night shifts and rotational shifts
-Willing to work onsite when required
-Needs to have a reliable internet connection
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: Wipro) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability, and good corporate citizenship, we have over 190,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
At every step, we have been built by individuals who have gone beyond the limits of personal goals and leaped across boundaries. It is the freedom provided to every individual at Wipro to learn, grow and create a career path that makes us an organization of opportunities beyond boundaries. Beyond boundaries of region, age, gender, ability and routine. We invite you to be a part of this experience.
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