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Quality Assurance Analyst Hebrew Speaker

  • Kraków, małopolskie
  • Specjalista
  • 28.12.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) 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 160,000 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 Assurance Analyst Hebrew Speaker
    Location: Kraków

    Job purpose:

    As a Quality Assurance Analyst you will be based at our client’s offices and in this role you will evaluate interactions between customer service representatives and our Client's final customers. You will deliver feedback, thanks to which the individuals, as well as entire service teams will be able to improve specific areas of their performance. You will be expected to deliver fully accurate analysis and reports. This role involves supporting the Customer Care processes for the Benelux region.

     

    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 exceed a quality customer experience satisfaction scores
    • Identifying areas of improvement

    Requirements:

    • Very good knowledge of Hebrew is a must
    • Working fluency in English (B2) is a must
    • 1 year of experience in Customer Service and good knowledge of call center business
    • Experience as a Customer Care QA will be a big asset
    • 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 will be an asset
    • Cultural awareness and appropriate sensitivity in workings across multiple countries
    • Working knowledge of database applications such as MS Office is a must

    Benefits:

    • Fantastic opportunity to work for one of the biggest brands in the world in a unique work environment
    • Great career opportunity with a leading international outsourcing company
    • Opportunity of personal development in a multinational working environment
    • Competitive salary with attractive set of social benefits
    DATA PRIVACY NOTICE
     
    Pursuant to the Article 13 of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), hereinafter referred to as the “GDPR”, we inform You that Wipro IT Services Poland Sp. z o.o. with registered office in Warsaw, hereinafter referred to as the "controller" or “Wipro”, will process your personal data and will be the controller of your personal data.
     
    You can contact Wipro by sending letter to the following address: Wipro IT Services Poland Sp. z o.o. Aleje Jerozolimskie 123a, 02-017 Warszawa, or by sending email: [email protected]
     
    Wipro will process your personal data in order to conduct the recruitment process based on Article 6 Section 1 letter a) of the GDPR and Article 9 Section 2 letter a) of the GDPR, i.e. based on your consent, and in the case of your extended consent, also for the purposes of future recruitment – in the scope of the data included in your CV and motivation letter, and Article 6 Section 1 letter f) of the GDPR, i.e. based on Wipro legitimate interest – in the scope of the data gathered during recruitment process. Wipro does have the justified interest in verification of your qualifications and information’s provided in documentation.
     
    You have the right to withdraw your consent at any time without affecting the lawfulness of the processing, which was made on the basis of consent before its withdrawal.
     
    Your data will be shared with other entities from Wipro group, entities which cooperates with Wipro in the scope of the recruitment, IT services, and in cases indicated in the provisions of law, for reference to the authorities in connection with their proceedings. Wipro might transfer your personal data to entities from Wipro group located outside of EEA, however each time your data will be properly protected and secured, and basis of such transfer will be the agreement on processing the data based on the standard clauses approved by European Commission. You have the right to receive a copy of such personal data from Wipro.
     
    Your personal data will be stored for a period not longer than the duration of the current recruitment procedure, however not longer than within 6 months upon the end of the current recruitment process, and in the case of your consent to the processing of data for the purposes of future recruitment - for a period not longer than 5 years.
     
    You can submit to Wipro an application regarding personal data about: (i) rectification / correction of personal data; (ii) deletion of data; (iii) limiting the processing of personal data, i.e. suspending operations on personal data or not deleting data - according to the submitted application; (iv) access to personal data; (v) transfer of data to another personal data controller.
     
    You can object at any time to the processing of personal data based on art. 6 Sec. 1 letter f) of the GDPR. Wipro will then no longer process such personal data unless it demonstrates the existence of valid legally established grounds for processing that override the interests, rights and freedoms of the data subject, or the grounds for determining, investigating or defending claims.
     
    To use the above rights, you can contact Wipro directly.
     
    You have the right to file a complaint to the respective Data Protection Authority if you believe that the processing of personal data violates the law.
     
    Providing personal data by you is voluntary and is not a statutory requirement, nevertheless necessary to achieve the above objectives, and the consequence of refusing to provide them is the lack of opportunities to participate in recruitment.
     
    Your personal data will not be subject to automated decision-making processes by Wipro, including profiling.
     
    IMPORTANT
     
    Please add the following statements to your CV/application:
     
    I got acquainted with the Data Privacy Notice included in the job advertisement and I had received the information about the right to withdraw my consent.
     
    I agree on processing of my personal data included in my job offer (CV, motivation letter) by Wipro IT Services Poland Sp. z o.o. with registered office in Warsaw and companies from Wipro capital group for the recruitment processes purposes.
     
    And if you agree to a longer data processing, i.e. up to 5 years from the date of application, please also add a statement:
     
    I agree on processing of my personal data included in my job offer (CV, motivation letter) by Wipro IT Services Poland Sp. z o.o. with registered office in Warsaw and companies from Wipro capital group for the recruitment processes purposes carried out in the future, but no longer than for 5 years from the date of my application.