Quality Analyst
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Team Lead - Talent Acquisition Group at IGT SolutionsPosition: Quality Analyst - BPO Operation GDS
Location: Mandaluyong
Mode: Work from Office
Required Candidate Profile:
- Min. 6 Months to 2 Yrs. of experience in Quality Analyst support in BPO
- Must have Travel Background
- Good communication skills, well versed with audits, call quality and QC tools.
- Able to effectively meet contractual SLAs pertaining to 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, and 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 (Especially 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.
Seniority Level:Mid-Senior level
Employment Type:Full-time
Job Function:Training, Customer Service, and Quality Assurance
Industries:Outsourcing and Offshoring Consulting, Travel Arrangements, and Telephone Call Centers
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