Job Description

:

\xef\x82\xb7 Perform audits on recorded client interactions and provide evaluation feedback through QMS
\xef\x82\xb7 Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business
requirements.
\xef\x82\xb7 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
\xef\x82\xb7 Highlight trends and red flags to the business for better improvements
\xef\x82\xb7 Ensure accurate maintenance of sample calls/chats library
\xef\x82\xb7 Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all
stakeholders.

\xef\x82\xb7 Perform audits on recorded client interactions and provide evaluation feedback through QMS
\xef\x82\xb7 Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business
requirements.
\xef\x82\xb7 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
\xef\x82\xb7 Highlight trends and red flags to the business for better improvements
\xef\x82\xb7 Ensure accurate maintenance of sample calls/chats library
\xef\x82\xb7 Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all
stakeholders.

\xef\x82\xb7 Degree preferred or equivalent practical experience;
\xef\x82\xb7 Minimum of 2 years Quality auditing experience in a call center environment
\xef\x82\xb7 Has a clear understanding of Call Center\xe2\x80\x99s quality framework and methodology.
\xef\x82\xb7 Excellent interpersonal and communication skills.
\xef\x82\xb7 Bilingual - Fluent in English and one other APAC language. (speaking and writing)
\xef\x82\xb7 Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
\xef\x82\xb7 Ability to work in a fast pace environment.
\xef\x82\xb7 Strong attention to detail.
\xef\x82\xb7 Coaching experience is a plus
\xef\x82\xb7 Knowledge of digital advertising is a plus
\xef\x82\xb7 Experience in performing Root Cause Analysis/drilldown is a plus

Wipro