Quality Assurance Analyst with Dutch

Job Description

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

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 Dutch or Swedish and English
• 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

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.