Quality Assurance with Turkish

2 weeks ago

Dublin, Dublin City, Ireland Wipro Full time

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.

We are currently hiring for an important project in the QAAS (Advisory Services) domain for one of the largest American information technology companies, among the other Big Five corporation, with a notable presence in the social media industry.

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 & analytics 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 Turkish.
  • 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 into opportunities for our agents.
  • Coaching experience is a plus.
  • Experience in the advertising industry is a plus.

If you are proactive with a mindset for professional growth, eager to tackle and conquer new challenges, and 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.

Seniority Level

Associate

Employment Type

Full-time

Job Function

Quality Assurance and Customer Service

Industries

Outsourcing and Offshoring Consulting

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