InterGlobe Technologies (IGT) is a leading travel technology and outsourcing services provider committed to delivering innovation and business excellence for the travel, transportation and hospitality domain. Ranked amongst the WorldÃ¢â‚¬â„¢s Top 3 Travel Technology Solutions providers, the company offers integrated Application Development and Maintenance Services, Business Intelligence Services, Contact Center Services, Back Office Services, Consulting Services and Solution Frameworks to the travel industry worldwide. IGT is part of the InterGlobe Enterprise Limited, one of the worldÃ¢â‚¬â„¢s largest travel conglomerates based in India. Established in 1989Ã¢â‚¬Å¡ with headquarters in GurgaonÃ¢â‚¬Å¡ today InterGlobe has a network of 61 offices across 44 cities including Indian locations (Gurgaon &amp; Chennai) and International locations (UAE - Dubai &amp; Oman, China - Guangzhou &amp; Dalian, Philippines - Manila, USA - Denver &amp; Atlanta, UK - London, Sri Lanka - Colombo &amp; Australia Ã¢â‚¬" Sydney). InterGlobe employs more than 15000 professionals across its businesses which include IndiGo (InterGlobe Aviation)Ã¢â‚¬Å¡ InterGlobe TechnologiesÃ¢â‚¬Å¡ InterGlobe Air TransportÃ¢â‚¬Å¡ InterGlobe Technology QuotientÃ¢â‚¬Å¡ InterGlobe Hotels and InterGlobe Established Products. IGT is an ISO 27001:2005 with the IT practices assessed at the CMM-I Level 5 and the BPO processes certified as ISO 9001:2000 &amp; PCI DSS 2.0. The organization follows Six Sigma rigor for process improvements. Specialties: Airline Sales audit, IT Development and Consulting, TPF Outsourcing, Travel CRM, Testing, Baggage Desk, ERP, Flight Rebooking, ATPCO Fare Filing, Internet Booking Engine, Travel eCommerce, Social Media, Travel Mobility, Travel ticketing and fulfillment, Travel Big Data, Travel BI &amp; DW, SAP This is the exciting world of IGT solutions. To know more about us, please visit us at www.igt.in or log on to Face Book at http://tinyurl.com/IGTFBK
InterGlobe Technologies is looking for Quality Analyst for BPO operations. The position is based in Manila reports into the Manager Quality. Profile Overview: The purpose of this role is to manage Quality of all team and process for International Process. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. Key Responsibilities:
Adherence to Service levels - Participates in design of process formats and quality standards
Monitoring - Performs process monitoring and provides trend data to site management team.
Compliance - Uses quality monitoring data management system to compile and track performance at team and individual level.
Client Interaction - Participates in customer and client listening programs to identify customer needs and expectations.
Data collation- Provides actionable data to various internal support groups as needed.
Calibration- Coordinates and facilitates process calibration sessions for staff.
Feedback - Provides feedback to process team leaders and managers.
Analysis - Prepares and analyzes internal and external quality reports for management staff review.
AHT Metrics Ensure timely download of process updates/product guidelines.
Meet monitoring target as per TAT, Feedback, Quality Sessions.