Title: Quality Assurance Analyst with Portuguese/Spanish/German/Italian
Requisition ID: 44708
City: Dublin
Country/Region: IE
We are excited to offer you this new opportunity within Wipro Technologies, one of the biggest brands in the industry at this moment with a well-established history in various domains.
This new project is a significant part of our business expansion in the QAAS (Advisory Services) domain for one of the largest American information technology companies, among the other Big Five corporations, with a notable presence in the social media industry. Therefore, we are seeking 4 passionate new colleagues to join our growing team in Dublin, Ireland.
Please note that due to working with sensitive data, the job requires full-time office work from Monday to Friday at the client premises in Dublin where employees can carry out their activities in the safest and most technologically advanced environment, with the utmost respect for protecting our clients' data.
Job Description
As a Quality Assurance Specialist, you will be responsible for the following:
* Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
* Conduct regular one-on-one or group calibration to ensure evaluations are aligned based on business requirements
* Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
* Apply critical thinking & analytical thinking to provide insights to the client
* Conduct weekly analysis to identify error trends and for top errors, conduct root cause analysis (RCA)
* Highlight trends and red flags to the business for better improvements
* Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
* Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
* Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
Requirements:
* Degree or equivalent practical experience
* Minimum of 2 years experience in a sales or call center environment with Quality Assurance experience
* Excellent interpersonal and communication skills
* Bilingual - Fluent in English and one of the following European languages: Italian, Portuguese, German or Spanish
* Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
* Ability to work in a fast-paced environment
* Strong attention to detail, ability to identify explicit and implicit signals which may translate opportunities for our agents
* Coaching experience is a plus
* Experience in the advertising industry is a plus
We offer an opportunity to work in a fast-growing company and in a multinational environment for some of the biggest brands in the world, with potential for career growth within the organization and the opportunity to build a successful career path. Additional benefits include relocation assistance, access to a diverse range of benefits, personal and professional development through various training programs, a comprehensive salary package, private medical insurance, pension and retirement schemes, life insurance, income protection, and various other social benefits.
If you are proactive with a mindset for professional growth, eager to tackle and conquer new challenges, open to adapting and enhancing your current skills while acquiring new ones, we would be delighted to receive your application and promptly reach out to you for a more in-depth conversation.
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