💼 Senior Analyst – Wipro Limited
Wipro Limited is hiring experienced professionals for the role of Senior Analyst in Pune, Maharashtra. This role focuses on client case management, SLA compliance, and coordination with internal teams to ensure timely resolution and high-quality service delivery.
📌 Job Overview
- Job Title: Senior Analyst
- Company: Wipro Limited
- Location: Pune, Maharashtra
- Experience Required: 3 – 5 Years
🎯 Role Purpose
- Deliver excellent customer service by managing client cases as per SLAs
- Track, prioritize, and resolve client issues within defined timelines
- Coordinate with internal support teams to ensure smooth case resolution
🧩 Key Responsibilities
- Acknowledge and log incoming client cases accurately using internal tools
- Track and prioritize cases based on urgency and complexity
- Maintain daily case logs, status updates, and internal reports
- Allocate cases to agents and Quality Analysts (QAs)
- Monitor SLA compliance and escalate critical issues when required
- Prepare reports for supervisors and clients (status & productivity)
- Conduct training for agents and QAs on tools and regulatory updates
- Coordinate with internal stakeholders and clients on escalations
- Maintain and update knowledge bases, FAQs, and tracking systems
🧠Skills & Qualifications
- Experience in operations, customer support, compliance, or similar domain
- Exposure to investment banking back-office or case management is a plus
- Strong written and verbal communication skills
- Good analytical, reporting, and problem-solving abilities
- Proficiency in MS Office (especially Excel)
- Ability to manage multiple tasks independently and meet SLAs
🎓 Education & Experience
- Bachelor’s degree in a relevant field
- 3 – 5 years of relevant work experience
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