Quality Assurance Analyst with Portuguese or Dutch

With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow and create a career path that makes us an organization of opportunities beyond boundaries. Beyond boundaries of region, age, gender, ability and routine. We invite you to be a part of this experience!

Location and Work Mode: Hybrid working in Krakow - 2 days from the office.

Type of Employment: We offer full time Contract of Employment (UoP).

We are looking for multilingual speakers who would join our team as a: Quality Analyst.

Requirements:

• Minimum B2+ level in Portuguese/Dutch is a must
• Minimum B2+ level in English is a must
• Fluency in another European language will be a big asset
• Bachelor degree
• Minimum of 1 year of experience in Customer Service and good knowledge of call center
• Experience as a Customer Care QA will be a big asset
• Good to have digital marketing experience
• Experience in driving quality improvement and delivering quality in line with brand values in SSC/BPO/Sales area and/or working with quality tools will be an asset
• Cultural awareness and appropriate sensitivity in workings across multiple countries
• Working knowledge of database applications such as MS Office

Main responsibilities:

• Listening to and monitoring associate calls, emails and chat interactions for customer experience according to specified policies, thresholds, and procedures
• Developing, aligning, implementing, measuring and reporting on customer quality evaluations across the Europe and providing feedback and reporting to the Team Lead
• Supporting a culture of meeting and exceeding quality customer experience satisfaction scores
• Identifying areas of improvement
  
  What we offer:
• Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others - MyBenefit cafeteria
• Premium insurance for medical services for employee and familiar member - Luxmed
• Life & Disability Insurance for employees and family members- Generali
• Profitable Voluntary Pension Fund
• Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
• Integration and cultural events for employees
• Reward and recognition program for high performers
• Employee Referral bonuses
• Relocation assistance - Accommodation, travel and other expenses covered
• Friendly and chill atmosphere and company culture

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

QAAS(Advisory Services)