Quality Assurance Analyst

• Audit transactions and provide feedback and coaching to agents to improve quality
• Monitor Agents for compliance with established processes, policies and guidelines.
• Share report and analysis based on quality audit results
• Work with TL/SME and Managers to improve learning curve of associates
• Analyst will work with the Supervisor and/or Team Coach to provide feedback and coaching to Agents based on evaluation results.
• Analyze information and utilize to build recommendations to reduce errors and improve process performance.
• Create and maintain tracking reports in relation to performance
• Conducting outlier trainings and daily huddles.
• Support service levels by being productive whenever required.

• College Graduate
• 1-2 years total experience
• Require minimum of 6 months Travel industry experience for support roles

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data center
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
• "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Wipro