Quality Assurance Expert
5 days ago
IGT Solutions is a next-gen customer experience (CX) company that defines and delivers transformative experiences for global 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 High Growth Tech industries.
About the RoleThis position offers an exciting opportunity to work with a talented team in ensuring the smooth operation of our customer service team around the clock. As a Quality Analyst, you will play a pivotal role in helping our teams constantly perform at international quality standards.
Key Responsibilities- Able to effectively meet contractual SLAs pertaining quality audit targets
- Deliver feedback on all audited transactions within 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.
- Min. 6 Months to 2 Yrs. of experience in Quality with airline experience
- Good communication skills, well-versed with audits, call quality and QC tools
- Graduate
Established in 1998, IGT employs over 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. Our global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia, and the USA.
BenefitsThe estimated salary for this position is approximately ₹4,68,000 per annum, depending on qualifications and experience. The company follows Six Sigma rigor for process improvements and is ISO 27001:2013, CMMI SVC Level 5, and ISAE-3402 compliant for IT.
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