Full-Time
Hyderabad
Posted 12 months ago

Sr. Map Analyst QC

Organization: WIPRO

Location: Hyderabad, India

Req ID:  2971320

Job Description

Must have:

Excellent communication sklls, Drive continous improvements
in projects, Good analytical thinking
Strong execution skills; detail oriented.
Willing to work in 24 by 7 environment
Experience in the mapping and labeling space is preferred
Qulaity understandimg and ability to work on error trends
Analytical skills to provide process and policy imporvements
Ideations to help imporve the current stats of the project.

Good presentations skills and strong training skills
Analytical skills to provide process and policy imporvements
Ideations to help imporve the current stats of the project.
Mapping knowledge is a plus but optional
Management /MBA dree is a plus

Responsibilities

Improve processes in order to maintain efficiency, reduce cost
Perform exploratory research,perform data analysis
Finding and arranging behavioral , functional, non-functional training needs for the team
Coordinate activities which enforce quality improvements
Conduct weekly error deep dive or other in depth investigation by watching last videos, performing task data analysis etc
Drive effifciency and initiatives as part of the process creation to imrpove both productivity and quality 
Perform RCA and drive CAPA for the process 
Analyse and interpret data to unearth weaknesses and problems, and comprehend the causes 
Develop proposals & present findings and suggestions to clients with justification with scenarios 
Assist the client in implementing the plan and resolve any occasional discrepancies
Provide guidance for any occurring problems and issues
Constantly montor the process and highlight any issues promptly with solutons 
Adshoc training support
Analysing and proposing training requests
Provide feedback to the labelers by performing erro analysis and trends

Role Purpose

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.

Do

  1. Support process by managing transactions as per requiredquality standards
    1. Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
    2. Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
    3. Update own availability in the RAVE system to ensureproductivity of the process
    4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
    5. Follow standard processes and procedures to resolve all clientqueries
    6. Resolve client queries as per the SLA’s defined in thecontract
    7. Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
    8. Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
    9. Document and analyze call logs to spot most occurring trends toprevent future problems
    10. Maintain and update self-help documents for customers to speedup resolution time
    11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
    12. Ensure all product information and disclosures are given toclients before and after the call/email requests
    13. Avoids legal challenges by complying with service agreements
  1. Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
    1. Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
    2. Assist clients with navigating around product menus andfacilitate better understanding of product features
    3. Troubleshoot all client queries in a user-friendly, courteousand professional manner
    4. Maintain logs and records of all customer queries as per thestandard procedures and guidelines
    5. Accurately process and record all incoming call and email usingthe designated tracking software
    6. Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
    7. Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
    8. Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs
  1. Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
    1. Undertake product trainings to stay current with productfeatures, changes and updates
    2. Enroll in product specific and any other trainings per clientrequirements/recommendations
    3. Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
    4. Update job knowledge by participating in self learningopportunities and maintaining personal networks

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Job CategoryEarth Science, Geo-informatics, Geography

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