Call Quality Analyst
Wipro LimitedJob Highlights
Required Skills
Job Description
Role Summary:
We are seeking an experienced Call Quality Analyst with a Bachelor of Commerce (B.Com) degree and 4-6 years of experience to join our team in Chennai. The ideal candidate will be responsible for evaluating customer interactions to ensure adherence to quality standards, identify areas for improvement, and contribute to enhancing the overall customer experience. This role requires a keen eye for detail, strong analytical skills, and a thorough understanding of customer service best practices within the professional services sector.
Key Responsibilities:
Monitor and evaluate a range of customer interactions (calls, emails, chats) against established quality scorecards and performance metrics.
Provide constructive feedback and coaching to customer service representatives to improve performance and adherence to company policies.
Identify trends and root causes of quality issues and recommend process improvements to enhance customer satisfaction.
Analyze customer feedback and survey data to identify areas of excellence and opportunities for development.
Collaborate with training and operations teams to develop and implement quality improvement initiatives.
Maintain accurate records of quality evaluations and performance data.
Stay updated on industry best practices and emerging trends in customer service quality assurance.
About Wipro Limited
Wipro Limited is a leading global information technology, consulting, and business process services company. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into a diversified technology powerhouse. Headquartered in Bengaluru, India, Wipro serves clients in over 175 cities across the globe, offering a comprehensive portfolio of services including digital transformation, cloud computing, cybersecurity, and business process outsourcing. The company is committed to sustainability and social responsibility, driving positive impact through its operations and initiatives.
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