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.

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 Hebrew
• 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

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 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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