Employer Active
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Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets
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Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines
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Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A
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Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained
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Produce and monitor variance and flux analysis for identifying improvement opportunities
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Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s
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Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT
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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
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Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement
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Mentor and train junior team members
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Liaison with client(s) for proposing and adopting Quality improvement initiatives
Knowledge & Skills
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Fluent in English/German
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Excellent oral, written and interpersonal communication skills
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Ability to relate and resonate at ease with a multi-cultural, diverse team
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Strong coaching and giving feedback abilities
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A genuine desire to help others improve and succeed
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Min. 2 year experience in a similar role in a BPO / contact center environment
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Previous experience in airlines/travel industries is a significant advantage
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Exceptional listening and analytical skills
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Excellent command of MS Office
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Graduate in any discipline
Full Time