Lead Associate Quality- Immediate Joiner @ IGT Solutions

Job Description

Job Description:

• Able to effectively meet contractual SLAs pertaining quality audit targets
• Deliver feedback on all audited transactions within the specified timelines
• 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 maintained
• Perform regular hygiene checks to ensure specific abnormalities are highlighted to the internal team/s
• 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 To help in identifying gaps in the Process or Technology & make recommendations to streamline the same.

Knowledge, Skills, Other Abilities:

• Excellent oral, written and interpersonal communication skills
• Exceptional listening and analytical skills
• Excellent command on MS Excel/Advance Excel
• Graduate

Must Have skill:

• GDS knowledge
• Candidate should be from Hotel Background.

Interested candidate can share their updated resume on below

sw**********a@ig*********s.com

Job Classification

Industry: BPO / Call Centre
Functional Area: Consulting,
Role Category: Other Consulting
Role: Other Consulting
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: MBA/PGDM in Any Specialization
Doctorate: Any Doctorate, Doctorate Not Required

Contact Details:

Company: IGT Solutions Private Limited
Address: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, India
Location(s): Noida, Gurugram

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