Key Skills: Quality Coach, Call monitoring, Improving quality, process quality, Travel process, Track, monitor and report all CTQs

Fareportal is a travel technology organization catering to one of the largest e-commerce segment - the travel and hospitality industry.

Conceptualized as a software products organization for the Global Travel Industry, Fareportal has successfully pillared itself as one of the few product development organizations catering to all the major verticals of the global travel industry, namely: hotels, e-retail clients like online travel agents, car-rentals, and airlines.

We are dedicated to making intelligent business technology for this sector to aid in its operations, distributions and sales. We also provide price intelligence solutions and innovative web-based solutions to:

Airlines

Travel Companies

Hotels across various countries.

Strategically located in some of the most dynamic countries in the world, India, USA and UK Fareportal has successfully managed to usher in a redefining change in the Travel and Hospitality industry since 2002, creating a plethora of some of the most innovative products to help the industry in ensuring smooth and robust operations and stay competitive.

Title: Quality Coach

Experience: 3-5 Yrs

Location: Gurgaon

Education: Any Graduate.

Job Description:

To monitor calls as per guidelines designed

Driving overall process quality. Driving initiatives for continuous/continual improvement Track, monitor and report all CTQ's and consistently deliver on them

Provide constructive feedback & coaching to the agent based on audits and observations.

Daily reports and other process updates to be shared

Regular process quality checks as per frequency and sampling strategy Document process dashboards and variation statistics (as per report structure)

Strong Capability on written and oral communication skills

Take complete ownership of improving Quality for teams being mentored

Planning and Organizing

Should be able to identify focus areas and work upon them to meet the required accuracy/quality

Ability to meet acute deadlines

Analytical and methodical

Excellent communication and influencing skills

Minimum of 1 year experience in Quality and need to have sound understanding of Quality

Minimum of 1 year experience in a Travel process

Usable knowledge of MS office is essential

Willing to work in 24/7 environment

Maintain calibration variance less than 5%

If you are looking for a job change in a product engineering environment, then please respond back with the following details at the e-mail mentioned:

- Current Salary

- Expected Salary

- Time required to join

Salary:

Not Disclosed by Recruiter
Industry:

BPO, Call Centre, ITeS
Functional Area:

ITES/BPO/KPO, Customer Service, Ops.
Role Category:

Quality
Role:

Quality Coach
Keyskills:

Call monitoring, Improving quality, process quality, Travel process, Track, monitor and report all CTQs
Desired Candidate Profile
Education:

(UG - Any Graduate - Any Specialization) OR (PG - Any PG Course - Any Specialization)