Hiring Quality Analyst-Travel (Gurgaon) @ IGT Solutions

Job Description

Roles and Responsibilities

Job description

IGT Solutions, hiring for Quality Analyst.

Interested candidates are requested to please come down for face to face meeting as per details mentioned below may contact at va********a@ig*********s.com or contact at 9910664***

Job Location- Gurugram

Job Type- Permanent

Shifts- 24X7, 5 Days working

Process Type- Travel (Voice)

Transportation- Available (as per the locality)

Call HR- RK 8471067***

Job Responsibilities:

Able to effectively meet contractual SLAs pertaining quality audit targets

Deliver feedback on all audited transactions within the specified timelines

Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A

Lead Calibration & call listening 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/s

Ability to coach at an agent level & review performance on the end metric - CCR, C-SAT

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, Other Abilities:

Excellent oral, written and interpersonal communication skills

Exceptional listening and analytical skills

Excellent command on MS Excel/Advance Excel.

CriteriaThreshold 

GDS Trained

Travel & Hospitality Experience - 1 Year (Mandatory)
Experience as QA - 1 Year 

Desired Candidate Profile

Perks and Benefits

Job Classification

Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Quality
Role: Quality
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required

Contact Details:

Company: IGT Solutions Private Limited
Address: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, India
Location(s): Noida, Gurugram

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Keyskills:   QA Call Monitoring Call Audit Feedback Pareto Analysis TNA 7Qc Dashboards Calibration TNI