Quality Analyst||International Airline
4 weeks ago
Quality Analyst (Work from Office) - Resume to be shared at || 7042379178
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 level standards. Main Goals
- Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets
- Identify risks, deliver feedback and recommendations on audited interactions within the
specified timelines
- Conduct team briefings on performance, Qualitative inputs, Process updates, top errors
identified through monitoring, Q&A
- Lead calibration & transactions check sessions with cross function 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/s
- Ability to coach at an agent level & review performance on the 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 client(s) for proposing and adopting Quality improvement initiatives
Knowledge & Skills
- 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
- any airlines experience
We Offer
- Competitive salary package
- Career growth opportunities within an international growing organization
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