Quality Analyst

DABSTER GROUP IS A 25 M $ TALENT MANAGEMENT WORKFORCE SOLUTION PROVIDER IN IT AND ENGINEERING.

Skills & Knowledge:
• Fluency in English is mandatory, as well as knowledge of Italian or German at an advanced level.
• 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.

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.

• Medical subscription
• Transport cost reimbursement
• Meal vouchers