Quality Analyst with French (Contact Center)

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Employer: IGT Solutions
  • Customer Support - Client Service
  • Telecommunication
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 23.06.2022

    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 French and English
    • 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

    We Offer
    • Competitive salary package
    • Career growth opportunities within an international growing organization