Assistant Manager Quality Assurance (BPO)

Employer: IGT Solutions
Domain:
  • Customer Support - Client Service
  • Telecommunication
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.05.2022
    Short company description

    IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.

    Requirements

     Min. 1-2 years’ experience in a similar role with direct people management exposure (in BPO industry), and min. 3 years’ experience in Quality environments
     Travel/ Airlines domain experience is a strong advantage but not mandatory
     Well versed with travel domain knowledge & MS Office (Excel, Word and PPT mandatory)
     Sound feedback and coaching skills
     Strong supervisory skills with an eye for detail. Result Oriented.
     Excellent written and verbal communication skills, fluent in English (mandatory), knowledge of German or French is a strong advantage
     Organized and Methodical, Target and deadline driven
     Knowledge of QC tools

    Responsibilities

     Lead and develop the Quality management culture and practice
     Team management - managing a Team of Quality Evaluators and Team Leaders for aligned processes
     Act as the representative of the company in all matters related to Quality Management
     Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
     Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management  Lead all elements of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
     Analyze and report trends in Agents/Process performance
     Participate in quality systems improvement activities using six sigma methodologies
     Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
     Detailed and relevant daily/weekly/monthly reporting that can provide sound data for efficient improvement decisions
     Identify bottom quartile factors and team players and steps to improve them
     Design, implement and monitor Quality corrective action plans when required
     Liaise with key stakeholders – internal & clients – for alignment and improved Quality results

    Other info

    We Offer
     Competitive salary package and benefits
     Career growth opportunities within an international developing team, part of a global BPO player
     Friendly work atmosphere