Quality Evaluator (Call Center) at IGT

Position: Quality Evaluator / Analyst (Call Center)

Job Location: Cape Town, South Africa
As our new Quality Analyst you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.

• Strong knowledge of customer care processes and techniques
• Strong knowledge of English languages is mandatory (written and verbal)
• 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

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 of both