BPO Quality Analyst with Italian – Work from Office

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IGT Solutions is a next-gen customer experience (CX) company, defining and delivering AI-led transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries.

Established in 1998, with a 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 85 marquee customers globally. IGT’s global footprint consists of 30 delivery centers in China, Colombia, Egypt, India, Indonesia, Malaysia, Philippines, Romania, South Africa, Spain, UAE, the US, and Vietnam.

We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services.

Cerinte

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

Responsabilitati

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