Assistant manager Quality Contact center (Travel /OTA domain )
- IGT Solutions
- 5 - 10 years
- Pune
- 2 months ago
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Job Description
Position: Assistant manager Quality Contact center (Travel /OTA domain )
Location: Pune
Employment type: Permanent
Job type: Full time
24*7
Profile Summary:
IGT Solutions is looking for Assistant Manager Quality . The Assistant Quality Manager oversees and manages the full quality control cycle, designs quality management system, develops sustainable improvements in operations, provides recommendations for process development, and leads standardisation and documentation of team processes and procedures required by IGT to further drive reliability and consistency of operations procedures and protocols.
Must have :
QA exp in Contact Center/ BPO Background
Travel /OTA Domain in BPO
Primary Job Responsibility:
Team Management - Managing a Team of Quality Evaluators and Team Leaders for defined span
Should have time and people management skills
Quality Activities - Documentation for Transaction Monitoring
Keeping Track on Process Trends
Analyze and Report Trends in Agents/Process performance
Implement corrective action plans as and when required
Participate in quality systems improvement activities using six sigma methodologies
Recommend initiatives to improve transaction Quality through new quality tools and Motivational
Dip check compliance - Weekly
Calibration compliance - Weekly
Education and Essential Experience:
Must have experience in Travel/ Airlines domain
Well versed with travel domain knowledge & MS Office (Specially Excel, Word and PPT).
Strong supervisory skills with an eye for detail. Result Oriented.
Excellent written and verbal communication skills in English.
Sound knowledge of MS Office (Specially Excel, Word and PPT)
Knowledge of all QC Tools like Pareto, Six Sigma. FMEA, SIPOC etc.
Key Enablers:
Ability to motivate and inspire teams
Innovative and able to foresee market conditions
Excellent people manager, open to direction and a collaborative work style and commitment to get the job done
Persuasive with details and facts
Confident, flexible with the ability to work in a fast paced and changing environment
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality Assurance, Role Category: Quality Assurance - OtherRole: Quality ConsultantEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: Bpo Customer Service Travel Process Call Audit Quality Assurance OTA Quality Monitoring
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IGT Solutions
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.Established in 1998, with 100% focused on the Travel indus...
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