Quality Analyst

1 month ago


Cairo, Egypt IGT Solutions egypt Full time
  • Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets
  • Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines
  • Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A
  • Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained
  • 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
  • Mentor and train junior team members
  • Liaison with client(s) for proposing and adopting Quality improvement initiatives


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