Production Agent - L1

Wipro Limited (NYSE:WIT, BSE:507685, NSE:WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Content Reviewer



Role Purpose

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


    


ob Summary
  
This job entails, requiring watching, reading, hearing of contents which are graphic, violent, sexual, or egregious nature, and take appropriate actions on the video based on the defined policies and attend meetings with clients to understand the policies and the impact of violation on end users. Seeking candidates who are psychologically resilient who are willing to be the Guardians of the Internet.
    


Skills Required
  

Strong analytical and logical reasoning skills

Should have basic understanding knowledge of Adwords and AdSense

Should have an eye for easily spotting the above Content on a Video

Strong Knowledge of Current Affairs and General Knowledge to help identifying cultural biases on Videos

Should know to read & write more than one regional language

Excellent communication skills in English

Good knowledge of Google tools such as Chrome, Google Sheets, Docs, Slides, Drive, etc

Basic Knowledge of Online Advertisements, Marketing strategy and Google YouTube Monetisation Policy

Strong Time Management skills

Good Interpersonal & People skills with a good problem-solving approach.

Should have Customer Centric Mindset

Any experience in Content Management Process is an added benefit

    


PRIMARY RESPONSIBILITIES
  

Review content of a graphic, violent, sexual, or egregious nature such as Adult, Sexual, Abusive, Hate, Derogatory, Illegal Acts, Violence, Death, and Tragedy and take appropriate action

Attend all required trainings

Attend QA meetings

Participate in wellness activities

    

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

Deliver
    



No   



Performance Parameter   



Measure     1   Process   No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback     2   Self- Management   Productivity, efficiency, absenteeism, Training Hours, No of technical training completed     

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.