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As Quality Analyst in our multilingual BPO center you will be the expert transforming Quality goals into daily team play. You will have a key role in helping our teams constantly perform at international quality level standards.
Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets
Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines
Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A
Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained
Produce and monitor variance and flux analysis for identifying improvement opportunities
Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s
Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT
Visual management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve
Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement
Mentor and train junior team members
Liaison with client(s) for proposing and adopting Quality improvement initiatives
Knowledge & Skills
Fluent in German (min. C1 level) and English
Excellent oral, written and interpersonal communication skills
Ability to relate and resonate at ease with a multi-cultural, diverse team
Strong coaching and giving feedback abilities
A genuine desire to help others improve and succeed
Min. 1 year experience in a similar role in a BPO / contact center environment
Previous experience in airlines/travel industries is a significant advantage
Exceptional listening and analytical skills
Excellent command of MS Office
Graduate in any discipline
Work from Home
Competitive salary package
Career growth opportunities within an international growing organization
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domains.
Established in 1998, with 100% focus on customer experience, IGT employs more than 13,500 customer experience and technology specialists providing services to 75 marquee customers globally.
IGT’s global footprint includes 19 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA.
Currently IGT proudly serves 4 of the top 5 world’s biggest airlines, 15 leisure & hospitality leading players and 35 technology companies.
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.APLICĂ
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