Quality Assurance Analyst
1 day ago
Wipro WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Responsibilities:- Perform quality audits on internal and external specialists providing clients with advertising and sales support, as well as specialists working to bring prospective clients into the SMB's portfolio of advertisers.
- Be the first line of quality when auditing client interactions between Client Services, Strategic Sales, or Account Management.
- Execute both quantitative and qualitative analyses of data and trends to proactively deliver insights, define goals, and drive improvements.
- Work closely with other departments to respond immediately to relevant quality-related needs.
- Participate in internal quality calibrations led by process owners.
- Participate in the development of quality inspection standards and continuously optimize the process and system platform.
Essential Critical Skills required for this role:
- Quality Assurance skillsets like RCA, SWOT, Calibration and Report writing.
- Sales Calls screening and Coaching Agents.
- Experience in handling calls in English and Indonesian market (APAC Market)
- Understanding and knowledge on Sales funnels within Social media advertisement platform.
- Ability to work in fast and evolving workflows with eye for detail.
- Ability to maintain calm while meeting strict deadlines.
- Comfortably exercising quality standards in ambiguous scenarios.
- Computer fluency and understanding the necessity of a data-driven approach.
- Microsoft Excel and Microsoft PowerPoint.
Must have, Requirements:
- Minimum 1 year of Quality Assurance Programs experience specifically from BPO environment and or Call center Environment.
- Quality audit and quality management-related experiences.
- Working experience on social media advertisement platform.
- Indonesian Language Proficiency Level must be equivalent to (C1)
- English Language Proficiency Level must be equivalent to (B2) of Certification of European Framework (CEFR)
Work hours:
- Single shift, local standard work hours. Mon to Friday, Saturday off Day, Sunday Rest Day. (9am-6pm)
Work Location:
The Garden North Tower, Mid Valley City, Kuala Lumpur, Malaysia.
Seniority levelExecutive
Employment typeFull-time
Job functionCustomer Service and Accounting/Auditing
IndustriesIT Services and IT Consulting
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