Senior Quality Assurance Specialist

6 days ago


Dublin, Dublin City, Ireland Wipro Technologies Full time

About the Role:

We are seeking a highly skilled Senior Quality Assurance Specialist to join our team in Dublin, Ireland. As a Quality Assurance Specialist, you will be responsible for ensuring the highest level of quality in our client interactions.

Responsibilities:

  • 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.


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