IGT Solutions | Quality Analyst BPO Background

3 weeks ago

gurugram, India IGT Solutions Full time

Position : Quality Analyst in BPO

Location : Gurugram

24*7, BPO

Work From Office

5 days Working


What this Job Involves :

As a Quality Analyst in our 24-hour Airline Contact Center, you will play a pivotal role in ensuring the smooth operation of our customer service team around the clock 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


Required Candidate profile

Min. 6 Months to 2 Yrs. of experience in Quality with Airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels.

Good communication skills, well versed with audits, call quality and QC tools.


Roles & Responsibilities:

Able to effectively meet contractual SLAs pertaining quality audit targets

Deliver feedback on all audited transactions within the specified timelines

Conduct Team briefings on product & process updates, performance, qualitative inputs, Accuracy, top errors identified through monitoring

Lead calibration sessions with cross function teams to ensure quality standards are maintained

Perform regular hygiene checks to ensure specific abnormalities are highlighted to the internal team

Ability to coach at an advisor level & review performance on the end metric CCR, C-SAT, Accuracy

Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology & make recommendations to streamline the same.


Knowledge, Skills, Other Abilities:

Strong supervisory skills with an eye for detail. Result Oriented.

Excellent written and verbal communication skills in English.

Sound knowledge of MS Office (Specially Excel, Word and PPT)

Knowledge of all QC Tools like Pareto, Six Sigma. FMEA, SIPOC etc.


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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