Position : Assistant Quality Manager-German Language

Location : Cairo , Egypt

24*7

Work From Office

What this Job Involves

As a AM Quality in our 24-hour Airline Contact Center, you will play a pivotal role in ensuring the smooth operation of our customer service team around the clock. As Quality Analyst in our multilingual BPO center you will be the expert transforming Quality goals into daily team play. You will have a key role in helping our teams constantly perform at international quality

level standards

Job Description

Excellent writing and speaking skills in German (C1 level ) is mandatory and English is required on a B2 level

· 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

Requirements:

Language Skills: Fluency in German at C1 level (both written and spoken) is essential with Proficiency in English at B2 level
Customer Focus: A customer-centric mindset with a strong dedication to delivering exceptional service.
Problem-Solving: Analytical and creative problem-solving abilities to resolve customer issues effectively.
Empathy: Ability to understand and empathize with customers' needs and concerns.
Team Player: Ability to collaborate with team members and contribute to a positive team environment.
Flexibility: Willingness to work in shifts and adapt to changing schedules based on business needs.
Minimum 3years as Quality Role
Graduate

Computer Literacy: Proficient in using computer systems, software, and CRM tools to manage customer interactions and information

Disclaimer : 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.

About IGT

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries.

Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGT’s global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA, Cairo, South Africa..

IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC, Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.

Office Address : Maadi Technology Park 1st Floor, Al Lasilki, Ezbet Fahmy, Maadi, Cairo Governorate 11435, cairo Egypt

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Assistant Manager Quality- German