QA/ Trainer Content Moderator - Austin

Wipro•Austin, TX

2d•Onsite

About The Position

Wipro Limited is seeking a Training/ Quality Lead- Trust & Safety who combines excellent training, Quality, Policy and organizational skills with the ability to function effectively to bring their talent to our team. As a Training & Quality Lead- Trust & Safety, you will be responsible for new hire communication training (Classroom Training), providing feedback & coaching to agents on communication and audit transactions, driving insights within in the team as a part of continuous improvement. The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Requirements

Bachelor’s degree.
Minimum 2 years’ experience in a relatable Trainer / Quality analyst role.
Acquainted with the communication nuances for the possible kinds of errors that one would expect in this setting.
Proficient in Microsoft Office and other relevant software programs.
Excellent spoken and written Communication Skills.
Good understanding of functional grammar.
Needs to have strong training ability.
Content Moderation
Experience: 1-3 Years

Responsibilities

Support process by managing transactions as per required quality standards
Field all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks
Conduct audit transactions as defined by the client & close loop the feedback and coaching.
Structure on-boarding training requirements.
Ensure all new employees go through the defined new hire learning path for their respective roles.
Participate in and lead activities and work with the client and stakeholders to ensure that processes knowledge is documented and transferred to the operations team.
Support new hires during OJT and golive
Manage/provide refresher and remedial training for existing employees
Maintain trainee data and information in the central repository to ensure audit readiness
Analyze training needs for employees, single point of contact for the account for any training requirements
Provide pro-active training intervention / guidance to leadership targeting metric / business impact