Senior Quality Assurance Professional

4 weeks ago


Bhavnagar, Gujarat, India IGT Solutions Full time

About the Role:

We are seeking a highly skilled Senior Quality Assurance Professional to join our team at IGT Solutions. As a key member of our quality assurance team, you will play a vital role in ensuring that our operations meet international quality standards.

Job Summary:

The Senior Quality Assurance Professional will be responsible for leading initiatives to meet contractual SLAs pertaining to quality audit targets. This includes identifying risks, delivering feedback and recommendations on audited interactions within specified timelines. Additionally, the successful candidate will conduct team briefings on performance, qualitative inputs, process updates, and top errors identified through monitoring. They will also lead calibration and transactions check sessions with cross-functional teams to ensure quality standards are maintained.

Main Responsibilities:

  • Lead initiatives and practice for meeting contractual SLAs pertaining to quality audit targets
  • Identify risks, deliver feedback and recommendations on audited interactions within specified timelines
  • Conduct team briefings on performance, qualitative inputs, process updates, and top errors identified through monitoring
  • Lead calibration and transactions check sessions with cross-functional 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
  • Ability to coach at an agent level & review performance on 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 clients for proposing and adopting Quality improvement initiatives

Requirements:

To succeed in this role, you will require:

  • Fluent in English/Italian/German
  • 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

What We Offer:

In return for your expertise, we offer:

  • Competitive salary package: $80,000 per annum
  • Career growth opportunities within an international growing organization

Apply Now:



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