Quality Analyst with German - Work From Home

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Candidatul Ideal

  • Strong knowledge of customer care processes and techniques
  • Strong knowledge of German (C1 level) and English languages is mandatory (written and verbal)
  • Should have an eye for detail and is able to identify Process as well as Agent opportunities
  • Ideal profile is well versed with travel CRM fundamentals
  • Excellent oral, written and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Solid knowledge of MS Office with focus on Excel
  • Demonstrated ability to work well in a team environment
  • Min. 6 months prior experience in BPO, Quality Assurance or Audit
  • Prior experience in travel / hospitality industries customer care is a plus

Descrierea jobului

As our new Quality Analyst you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.

Key Responsibilities:
  • Active contribution to help meeting contractual SLAs regarding quality targets
  • Deliver feedback on audited transactions within the specified timelines
  • Shadow coaching sessions led by the Team Leaders to review Agent’s past performance & opportunity trends
  • Conduct Team briefings on performance, Qualitative inputs, Process updates, Top errors identified through monitoring, Q&A
  • Lead Calibration & call listening sessions with cross function teams to ensure quality standards are raised and/or maintained
  • Perform regular proactive checks to ensure specific abnormalities are highlighted to the teams leaders
  • Liaise with Operations Leads & Trainers to drive process improvement initiatives aimed towards meeting the Quality metric targets
  • Ability to coach at an agent level & review performance on the end metric – CCR, C-SAT
  • Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR
  • Helps identifying gaps in the Process or Technology & make recommendations to streamline /increase effectiveness of both
We Offer:
  • Work from home
  • Competitive salary package
  • Thorough training enabling all team to perform effectively
  • Career growth opportunities within an international developing team

Descrierea companiei

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.


Publicat 8 oct. 2021 Reactualizat 7 nov. 2021 Expiră 7 nov. 2021
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