Fresh Jobs 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

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Position: Assistant Quality Manager (Contact Center Background)

Job Location: Cape Town, South Africa

As our new Assistant Quality Manager 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.

Essential

• Contact Centre Leadership experience in Assistant Quality Manager
• People management experience
• Stakeholder management experience
• Report writing and report presentation capability
• Knowledge of contact centre technology
• Knowledge of industry best practice
• 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. 3 Years prior experience in BPO,
• Prior experience in travel / hospitality industries customer care is a plus

Key Responsibilities:

• To lead a team of Quality in order to execute the departmental strategic goals to all stakeholders.
• Ensure best use of systems and technology to deliver effectively and efficiently.
• Ensure that the Quality team’s outputs meet stakeholder expectations in terms of quality, accuracy, targets, risk and compliance.
• Contribute towards Continuous Improvement initiatives to improve processes and systems at IGT and for our clients as well as personal and team skills.
• Manage relationships with stakeholders according to company practice.

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Position: Assistant Training Manager (Airline/ Travel Domain experience )

Job Location: Cape Town, South Africa

As our new Trainer you will be responsible for planning, facilitating and delivering ongoing process training in an international BPO environment. The overall objective is to ensure our teams are knowledgeable and capable of delivering top customer service in an accurate, courteous and constant manner. You will be the know-how master elevating the knowledge level of our staff, helping them be successful in offering customer service up to leading global brands’ expectations

Your profile:

• Fluent in English
•  Strong written and verbal communication skills
• Top Customer and Client handling skills
• Experience in process/soft skills/up-skilling training
• Min. 2-3 years of experience in hands-on Training delivery - direct experience in BPO environments is a strong advantage

Key Responsibilities:

• Ensure successful planning and execution of training needs
•  Measure program training effectiveness
•  Provide associates and supervisors with guidance, mentoring and support focused on performance improvement
• Send reports to the Operations team on the progress/pending status of the training activities including suggests for process or training improvement opportunities
• Review content at regular intervals to ensure all updates are incorporated
•  Participate in internal & external calibrations
•  Conduct refresher trainings based on TNI
•  Manage knowledge check for new hires & production staff our new Trainer you will be responsible for planning, facilitating and delivering ongoing process training in an international BPO environment.
•  The overall objective is to ensure our teams are knowledgeable and capable of delivering top customer service in an accurate, courteous and constant manner. You will be the know-how master elevating the knowledge level of our staff, helping them be successful in offering customer service up to leading global brands’ expectations

We offer:

•  Competitive salary package and benefits
• Career growth opportunities within an international developing team