Quality Manager (Call Center/BPO)

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.

 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

As our new Quality Assurance Manager you will lead the creation, implementation and maintenance of a Total Quality Management system and culture. You will manage our company’s quality systems aiming for achieving no deviations and continuously improving service quality.
Coordinating a systematic QA framework and directing our QA initiatives designed to ensure a high-quality and consistent customer experience are key.

Main Goals
 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
 Analyse 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

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