Quality Assurance Analyst with Spanish (Maternity cover)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

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.

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.

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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
• Applying critical thinking & analytics thinking to provide insights to the client
• Conduct weekly analysis to identify the 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

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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 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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Benefits:

• Opportunity to work in a fast-growing company and in a multinational environment for some of the biggest brands in the world
• Potential for career growth within the organization and the opportunity to build a successful career path
• Access to a diverse range of benefits
• Personal and professional development through a variety of training programs covering both 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

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.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.