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Wipro
1 Wipro Solution Delivery Analyst Job
Solution Delivery Analyst
Wipro
posted 4d ago
Flexible timing
Key skills for the job
Role Purpose
The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.
Do
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Leaders
Process Improvements, Reporting
Agents & QAs
Case logging, forwarding, resolution
Training Team
Capability development
Quality
Case resolution & response time
External
Client
Case tracking, reporting, acknowledgement, case prioritization as per regulatory guidelines, trainings & certifications
Display
Lists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Deliver
No.
Performance Parameter
Measure
1.
Financials
Case prioritization as per client SLA and regulations, resolution time, penalties due to non-compliance
2.
Customer
PCSAT and ACSAT score, Pulse score, Customer cases received, time to forward, time-to-closure, customer references, positive customer feedback
3.
Account Management
no. of cases forwarded to support staff, no. of cases resolved per day, accurate reporting, prioritizing cases as per regulations
4.
Team Management
Training Hours, No of technical training completed, no. of trainings conducted
Employment Type: Full Time, Permanent
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Not a single thing.
Campus, they don’t give mouse, headphone, too slow system, unprofessionalism, language and manners issue, no skill development, wrong teachings, no employee engagement, salary is the worst. hR lies while joining and changes things at the last minute.
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