We are seeking a highly skilled and motivated (QE) to join our team at IGT Solutions. In this role, you will be responsible for ensuring the highest standards of quality in our BPO operations. You will work closely with operational teams to monitor performance, analyze processes, and implement quality improvement initiatives to enhance service delivery and customer satisfaction.

Key Responsibilities:

• Develop, implement, and maintain quality assurance processes and standards to ensure the delivery of high-quality BPO services
• Conduct regular quality audits and evaluations of call center operations, including call monitoring and review of customer interactions
• Identify areas of improvement in operational processes and service delivery, and recommend corrective actions
• Analyze performance data and metrics to assess the effectiveness of quality assurance programs
• Collaborate with operations and training teams to design and implement process improvements and best practices
• Lead and support continuous improvement initiatives aimed at enhancing efficiency, accuracy, and customer satisfaction
• Develop and deliver training programs for staff on quality standards, procedures, and best practices
• Provide feedback and coaching to team members to improve performance and adherence to quality standards
• Create and maintain quality documentation, including manuals, procedures, and training materials
• Analyze customer feedback and complaints to identify trends and areas for improvement
• Work with the customer service team to resolve quality-related issues and ensure prompt and effective resolution
• Implement strategies to enhance customer satisfaction and reduce the number of escalations.
• Ensure compliance with industry regulations, company policies, and quality standards
• Prepare and present regular quality reports and performance metrics to management, highlighting key findings and recommendations
• Conduct root cause analysis of quality issues and track the effectiveness of implemented solutions

Qualifications:

• Experience of 3-5 years in BPO industry
• Bachelor’s degree in Business Administration, Quality Management, or a related field; relevant certifications (e.g., Six Sigma, ISO) are a plus
• Proven experience in quality assurance or quality engineering, preferably within the BPO industry
• Strong analytical skills with the ability to interpret data and identify trends and issues
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback and work collaboratively with various teams
• Proficiency in quality management software and tools, as well as standard office applications
• Detail-oriented with a strong focus on accuracy and adherence to quality standards

It is our policy to provide equal 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, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.