BPO Quality Analyst with Italian – 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.

As Quality Analyst in our multilingual BPO center you will be the expert transforming Quality goals into daily team play. You will have a key role in helping our teams constantly perform at international quality level standards.

Knowledge & Skills
• Fluent in Italian - level speaking and writing, and solid English knowledge are a must
• 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
• The position is WFO - requires office presenc

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

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