Quality Analyst with German – Work from Office

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.

Skills & Knowledge:
 Fluency in German and English
 Strong knowledge of customer care processes and techniques
 Should have an eye for detail and is able to identify Process as well as Agent opportunities
 Ideal profile is well versed with travel CRM fundamentals Excellent oral, written and
interpersonal communication skills
 Exceptional listening and analytical skills
 Solid knowledge of MS Office with focus on Excel
 Demonstrated ability to work well in a team environment Min. 6 months prior experience in BPO,
Quality Assurance or Audit
 Prior experience in travel / hospitality industries customer care is a plus
 The position is WFO - requires office presence

As our new Quality Analyst you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.

Key Responsibilities:
 Active contribution to help meeting contractual SLAs regarding quality targets
 Deliver feedback on audited transactions within the specified timelines
 Shadow coaching sessions led by the Team Leaders to review Agent’s past performance &
opportunity trends
 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 raised and/or maintained
 Perform regular proactive checks to ensure specific abnormalities are highlighted to the teams
leaders
 Liaise with Operations Leads & Trainers to drive process improvement initiatives aimed towards
meeting the Quality metric targets
 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
 Helps identifying gaps in the Process or Technology & make recommendations to streamline
/increase effectiveness of both

We Offer:
 Competitive salary package
 Thorough training enabling all team to perform effectively
 Career growth opportunities within an international developing team