Quality Evaluator specialist

3 weeks 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

Knowledge & Skills

· Fluent in (German is mandate)

· 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

· Min. 5- 8 year experience in a similar role in a BPO / contact center environment

· Previous experience in airlines/travel industries is a significant advantage

· Exceptional listening and analytical skills

· Excellent command of MS Office

· Graduate in any discipline



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