Quality Analyst - Vacation Rentals || BPO ||
- IGT Solutions
- 1 - 3 years
- Noida, Gurugram
- 19 hours ago
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Job Description
Job Description
Role: Quality Analyst / Lead Associate - Quality (Transaction Quality)
Domain: Vacation Rentals
Location: Gurgaon
Company: IGT Solutions
Role Overview
IGT Solutions is seeking an experienced Quality Analyst / Lead - Quality with strong exposure to the Vacation Rentals domain (e.g., short-term rentals, property management, guest services, reservations, host support). The role will be responsible for driving transaction quality excellence, leading quality teams, and partnering with stakeholders to improve service delivery, compliance, and customer experience across vacation rental operations.
Key Responsibilities
Team Leadership
- Lead and manage a team of Quality Evaluators and Quality Team Leaders supporting vacation rental processes
- Coach, mentor, and develop team members to drive performance, engagement, and capability building
- Ensure consistent adherence to defined quality standards, SOPs, and operational excellence benchmarks
Quality Governance
- Oversee transaction monitoring frameworks, quality scorecards, and related documentation
- Conduct regular dip checks, audits, and calibration sessions to ensure alignment with process and client expectations
- Ensure quality metrics meet or exceed agreed SLAs and KPIs
Stakeholder Management
- Collaborate closely with internal operations, training, analytics, and client stakeholders
- Present data-driven insights, root cause analysis, and recommendations to improve service quality and guest/host experience
- Act as a quality SME for vacation rental processes during business reviews and governance calls
Process Improvement
- Identify end-to-end process gaps across booking management, guest support, host support, cancellations, escalations, and compliance
- Drive corrective and preventive action (CAPA) plans based on quality findings and defect trends
- Introduce best practices, automation, and new quality initiatives to enhance transaction accuracy and customer satisfaction
Reporting & Analytics
- Analyze agent-level, process-level, and location-level performance trends
- Prepare and publish weekly and monthly quality dashboards and reports
- Identify bottom quartile performers and partner with operations and training teams to design improvement plans
Quality Frameworks & Methodologies
- Drive continuous improvement initiatives using Six Sigma and quality management methodologies
- Apply tools such as Pareto Analysis, SIPOC, FMEA, Root Cause Analysis, and control charts
- Promote a culture of data-backed decision-making and continuous improvement
Required Skills & Qualifications
- Mandatory experience in the Vacation Rentals domain (e.g., property management, short-term rentals, hospitality support)
- Strong background in transaction quality within BPO, contact center, or shared services environments (VRBO)
- Proven people management and leadership experience
- Strong analytical, reporting, and data interpretation skills
- Proficiency in MS Office (Advanced Excel, PowerPoint, Word)
- Excellent communication and stakeholder management skills
- Highly organized, detail-oriented, and target-driven mindset
Our Commitment
IGT Solutions is committed to providing equal employment opportunities to all individuals based on job-related qualifications and their ability to perform the role. We foster a professional, inclusive, and respectful work environment free from discrimination, harassment, or bias.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: Transactional Quality BPO vacation rentals motel Hotel nps Call Quality Quality Monitoring Call Audit quality analyst csat
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IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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