IGT enables players to experience their favorite games across all channels and regulated segments, from Gaming Machines and Lotteries to Interactive and Social Gaming. Leveraging a wealth of premium content, substantial investment in innovation, in-depth customer intelligence, operational expertise, and leading-edge technology, our gaming solutions anticipat...
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As our new Assistant Manager - Quality, you will lead the creation, implementation and maintenance of a Total Quality Management system and culture. You will manage our company’s quality systems aiming for achieving no deviations and continuously improving service quality.
Coordinating a systematic QA framework and directing our QA initiatives designed to ensure a high-quality and consistent customer experience are key.
Main Goals
Lead and develop the Quality management culture and practice
Team management - managing a Team of Quality Evaluators and Team Leaders for aligned processes
Act as the representative of the company in all matters related to Quality Management
Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels
Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management
Lead all elements of Quality Control, validation, calibrations, customer Quality interface and client Quality assurance by developing key client partnerships
Analyze and report trends in Agents/Process performance
Participate in quality systems improvement activities using six sigma methodologies
Bring insights and innovation ideas from QA perspective and help our operations team standardize work process and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers
Detailed and relevant daily/weekly/monthly reporting that can provide sound data for efficient improvement decisions
Identify bottom quartile factors and team players and steps to improve them
Design, implement and monitor Quality corrective action plans when required
Liaise with key stakeholders – internal & clients – for alignment and improved Quality results
Your Profile
Min. 1-2 years’ experience in a similar role with direct people management exposure (in BPO industry), and min. 3 years’ experience in Quality environments
Previous contact center/BPO experience is essential for this role
Travel/ Airlines domain experience is a strong advantage but not mandatory
Well versed with travel domain knowledge & MS Office (Excel, Word and PPT mandatory)
Sound feedback and coaching skills
Strong supervisory skills with an eye for detail. Result Oriented.
Excellent written and verbal communication skills, fluent in English (mandatory), knowledge of German or French is a strong advantage
Organized and Methodical, Target and deadline driven
Gmail
Yahoomail