Quality Assurance Analyst

3 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Wipro Full time
Quality Assurance Analyst (Indonesian Language)

Wipro WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

  • 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 & hand in hand 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 in 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:

Seniority level: Executive

Employment type: Full-time

Job function: Customer Service and Accounting/Auditing

Industries: IT Services and IT Consulting

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