Quality Analyst

Position : Quality AnalystLocation : Gurgaon24*7, BPOWork From Office5days WorkingWhat 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 qualityRoles & Responsibilities:Able to effectively meet contractual SLAs pertaining quality audit targetsDeliver feedback on all audited transactions within the specified timelinesConduct Team briefings on product & process updates, performance, qualitative inputs, Accuracy, top errors identified through monitoringLead calibration sessions with cross function teams to ensure quality standards are maintainedPerform regular hygiene checks to ensure specific abnormalities are highlighted to the internal teamAbility to coach at an advisor level & review performance on the end metric CCR, C-SAT, AccuracyVisual 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.Required Candidate profileMin. 6 Months to 2 Yrs. of experience in Quality with airline experienceGood communication skills, well versed with audits, call quality and QC tools.GraduateAbout IGTIGT 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 High Growth Tech industries.Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGT's global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA.IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.Budget : 4.68LPAThanks & Regards, Varsha BatraTeam Lead - TAG (Talent Acquisition Group)Office Address: Echelon Building, Plot no 49,Sector 32, Gurgaon, Haryana - 122001IGT SolutionsEmail: varsha.batra@igtsolutions.comM: +918527123018( whatsapp) PRB