• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 9th Jul 2022

Quality Analyst - Contact Center

Description:

People are what drive Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receives over 100 million visitors annually.

We are seeking Quality Analyst for our Contact Center Operations who will be responsible in assessing quality of calls handled by contact center agents. The incumbent on this role will have the ownership and accountability of driving and improving the CSAT and Quality SLs for the organization.

Fareportal offers a plethora of travel products such as Booking Engines for flight, cars, hotels, vacations, events and activities and mobile apps. We use the latest, cutting edge technologies to produce one of the fastest loading and high converting travel websites.

There isnt a better time to join our growing global team!

Job Responsibilities:

In a typical day, you will:

• Driving and improving CSAT and Quality SL’s
• Monitoring Calls and deliver feedback within TAT
• Coaching sessions to be conducted for the Bottom Quartile
• Comply with the process updates and ensure they are rolled out in a timely manner
• Use the quality monitoring data for data management, to track the performance on individual basis and provide a trend
• Hand-holding OJT batches
• Participation in understanding the operational needs
• Co-ordinate with the team leaders & managers for any quality related issue
• Proactively provide actionable data to other departments
• Strict adherence to compliance
• Co-ordinate and facilitate call calibration sessions
• Prepare & analyse internal & external quality reports
• C-sat/NPS analysis

Qualifications / Experience:

• 2 years of experience in call quality assessment for international processes
• Educational Qualification - Graduate
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service and selling skills
• Attention to detail and ability to identify root cause
• Clear & apt feedback/coaching techniques
• Must be self-motivated
• Focus on quality & analytical skills
• Good at time management
• Good people management and conflict management
• Adaptable to change
• Being proficient with Microsoft Office and knowledge of basic quality tools will be an added advantage

Working conditions:

Individual should be comfortable to work in a Contact Centre, 24x7 business environment.

Personal Impact: Our casual company culture boasts innovation, collaboration and harbours a unique entrepreneurial spirit.

The right people will. . . . .

Understand the unique challenges and tremendous opportunities associated with a rapidly growing fast-paced, entrepreneurial environment, with the ability to deal with ambiguity but equally the freedom to explore and innovate. Manage a continuously evolving sets of priorities when everything (really-everything!) is important. You can’t get overwhelmed or side tracked easily. Be vocal with idea generation; speaking-up fuels discussion, ideation and group-think. 98% ideas may fly by the way side – but your impenetrable spirit allows the other 2% to soar! Your voice defines the value you bring to the organization. Have the maturity to work on goals at hand, but also the ability to consider overall strategies Understand power of our ownership culture; built on principles and values that compel everyone at Fareportal to think and act like an owner of the business