Quality Assurance Manager BPO Background Role This role requires a Quality Manager with BPO background to lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets. Main Goals: - Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained - Conduct team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A; - Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines Responsibilities: - Produce and monitor variance and flux analysis for identifying improvement opportunities - Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s - Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT - Visual management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve - Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement Requirements: - Excellent oral, written and interpersonal communication skills - Ability to relate and resonate at ease with a multi-cultural, diverse team - Strong coaching and giving feedback abilities - A genuine desire to help others improve and succeed - Previous experience in airlines/travel industries is a significant advantage About Us Igt Solutions is an equal opportunity employer that provides 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, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status.