Job Description

:

The Quality Specialist will be primarily responsible for performing Quality transaction monitoring across
the SMB Programs for internal stakeholders as well as external vendors in APAC. The person will be
responsible for producing a high-level of market and quality insights, in collaboration with the respective
Call Center\'s Quality Manager and Client Experience PM to drive continuous improvement.
Ideal candidates will need to be proficient in both Customer Service and Sales environment as well as
having a good understanding of the APAC market nuances in the specific market he/she is supporting in.
Success in this position requires strong critical-thinking and problem-solving skills and the ability to
thrive in a dynamic and changing environment.

Perform audits on recorded client interactions and provide evaluation feedback through QMS
Conduct regular 1:1 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
Highlight trends and red flags to the business for better improvements
Ensure accurate maintenance of sample calls/chats library
Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all
stakeholders.

Degree preferred or equivalent practical experience

Degree preferred or equivalent practical experience;

Minimum of 2 years Quality auditing experience in a call center environment
Has a clear understanding of Call Center\xe2\x80\x99s quality framework and methodology.
Excellent interpersonal and communication skills.
Bilingual - Fluent in English and one other APAC language. (speaking and writing)
Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
Ability to work in a fast pace environment.
Strong attention to detail.
Coaching experience is a plus
Knowledge of digital advertising is a plus
Experience in performing Root Cause Analysis/drilldown is a plus

Wipro