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Quality Assurance Expert with German

1 week ago

Dublin, Dublin City, Ireland Wipro Full time

Wipro Technologies is a leading player in the industry with a well-established history in various domains. We are excited to offer this new opportunity within our company.

This project is a significant part of our business expansion in the QAAS (Advisory Services) domain for one of the largest American information technology companies. We are seeking 4 passionate 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.

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 German
  • 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

Key responsibilities include:

  • Performing audits on recorded and live client interactions and providing evaluation feedback to call center agents through QMS
  • Conducting regular one-on-one or group calibration to ensure evaluations are aligned based on business requirements
  • Supporting 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
  • Applying critical thinking & analytics thinking to provide insights to the client
  • Conducting weekly analysis to identify error trends and for top errors, conducting root cause analysis (RCA)
  • Highlighting trends and red flags to the business for better improvements
  • Maintaining accurate sample calls/chats library in accordance with local legal requirements
  • Collaborating with internal and external stakeholders, highlighting QA trends and insights to the business
  • Providing a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
  • Pursuing career growth within the organization and building a successful career path
  • Eligible for relocation assistance
  • Access to a diverse range of benefits
  • Personal and professional development through training programs covering hard and soft skills
  • Comprehensive salary package with various components
  • Private medical insurance
  • Pension and retirement schemes
  • Life insurance
  • Income protection
  • Various other social benefits