Quality Lead Consultant

2 weeks ago

Mastic Beach, United States MyCareersFuture Full time

Roles & Responsibilities

Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful.

A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 220,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

Quality Lead Consultant

We are looking for Quality Lead Consultant Bilingual in Vietnamese and English to liaise with stakeholder and have 2 years People management & stakeholder management skills.

Responsibility

Quality audit

Perform Vietnamese & English language quality audits on internal and external specialists providing Client 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. Drive market (Vietnamese) calibrations and participate in internal calibration. Provide training & coaching for Vietnamese agent based on audit findings. Participate in the development of quality inspection standards and continuously optimize the process and system platform.

Drive studies & Market research

Collecting Study Information for Vietnamese market: Gathering relevant data and information required for all strategic initiatives study, ensuring comprehensive coverage and accuracy. Drafting Business Case & Value Add Proposition: Developing robust business cases and identifying value-added propositions or benefits for our customers based on study findings.

Support to Sales managers & quality program managers

Work closely with Sales managers & QPMS to align with program & Vietnamese market priorities. Participate in relevant discussions with the Sales & Quality team as a SME & to drive quality initiatives.

Requirement

Minimum 4 years of Quality Assurance Programs experience as well 2 years experience in Call Centre/Contact Centre environment for Sales/Customer Service background. Bilingual in Vietnamese & English language skillset to liaise with stakeholders. Quality audit and quality management-related experiences. 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. Vendor management experience. COPC familiarity.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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