Quality Assurance Analyst

  • Dublin
  • Wipro
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. If you are proactive with a mindset for professional growth, excited to face and overcome new challenges, willing to adapt and improve your current skills and learn new ones, we would be happy to take your application and contact you as soon as possible to have a more detailed conversation. 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 German and English 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 As a Quality Assurance Specialist, you will be responsible with 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 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 Benefits: Opportunity to work in a fast growing company and in a multinational environment Opportunity to grow in the organization and build a successful career path Relocation assistance Access to a variety of benefits Personal and professional development through a variety of training programs (hard/soft skills) Complex salary package About Wipro Limited: Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have a dedicated workforce of over 220,000, serving clients across six continents. QAAS(Advisory Services)