Quality Assurance Analyst

at  Wipro Limited

JOB DESCRIPTION

We’re expanding our team in Cracow!
We are looking for multilingual speakers who would join our team as a: Quality Analyst.

REQUIREMENTS:

• Minimum B2+ level in Spanish is a must
• Minimum B2+ level in English is a must
• Fluency in another European language will be a big asset
• Bachelor degree
• Minimum of 1 year of experience in Customer Service and good knowledge of call center
• Experience as a Customer Care QA will be a big asset
• Good to have digital marketing experience
• Experience in driving quality improvement and delivering quality in line with brand values in SSC/BPO/Sales area and/or working with quality tools will be an asset
• Cultural awareness and appropriate sensitivity in workings across multiple countries
• Working knowledge of database applications such as MS Office

• Listening to and monitoring associate calls, emails and chat interactions for customer experience according to specified policies, thresholds, and procedures
• Developing, aligning, implementing, measuring and reporting on customer quality evaluations across the Europe and providing feedback and reporting to the Team Lead
• Supporting a culture of meeting and exceeding quality customer experience satisfaction scores
• Identifying areas of improvement