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Quality Assurance Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Wipro Full time
Job Description

We are seeking a skilled Quality Assurance Analyst to join our team at Wipro. As a Quality Assurance Analyst, you will be responsible for ensuring the quality of our services and products.

Your primary goal will be to identify areas for improvement and implement changes to enhance our overall performance.

You will work closely with other departments to ensure that our quality standards are met and exceeded.

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.

Required Skills and Qualifications:

  • 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 and Location:

  • Single shift, local standard work hours. Mon to Friday, Saturday off Day, Sunday Rest Day. (9am-6pm)

The Garden North Tower, Mid Valley City, Kuala Lumpur, Malaysia.