OBJECTIVE OF ROLE 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 EXPERIENCE Fluency in German and English is mandatory Strong knowledge of customer care processes and techniques 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 The position is WFO - requires office presence. ABILITIES ABOUT US IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.
Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT's global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA
EQUAL OPPORTUNITY DISCLAIMER 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.
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