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Quality Analyst

Location: Bogota (USA)

Department: IGTBG - Quality

Reports to: Maria Flores

Job Purpose

Summarise in one statement why your job exists; and how it contributes to the overall mission/objective of the organisation.

To Achieve the targets given by the Client as well as the internal Targets to ensure that the goals are achieved on all the levels

Organisational Chart

NK Singh (ISG Head) /  Sumit Vohra (Senior VP )Akshay Kumar (Head of Quality) / Francisco Pérez (Site Head)Maria Flores (Quality) Quality Analyst  (IGTBG – Quality)

Principle Accountabilities

List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.

Expected End Results

Major Activities

Ensure that the goals are archived.

Responsible for developing and implementing quality management procedures and systems

Review business statistics

Determine and document any areas that may need improvement.

Review the current policies and improvise plans to improve upon the existing quality standards

Review and analyse the effectiveness of the modifications made.

BQ Management

Transaction Monitoring

To do TNI when required

Quality Calibrations

Knowledge Calibration

Designing the Action Plan

Health and Safety at Work

Participate in the activities planned for the implementation of the SG-SST.

Properly use the facilities, elements of work and personal protection, assigned by the company for the performance of their work

Identify and report all unsafe conditions and acts that are evidenced in the execution of activities.

Report in a timely manner any incident or accident at work.

To seek the integral care of your health.

Provide clear, truthful and complete information about your health status.

Comply with the rules, regulations and instructions of the SG-SST in the work of the company.

Inform the employer or contractor in a timely manner about the dangers and latent risks in his workplace.

Participate in occupational safety and health training activities.

Participate and contribute to the fulfillment of the objectives of the SG-SST.

No smoking in the company's facilities.

Do not use, possess, transport or sell narcotics, illegal drugs, alcohol or intoxicating beverages.


Ensure adherence to IGT Policies

Major Challenges

Describe the major challenges you face in carrying out your job, and what you do in order to overcome them.

  • Execution
  • Creating a learning environment
  • The candidate is expected to work in a 24X7 environment and should be flexible to working in various shifts.


List the data which will reflect the scope and scale of activities concerning your job.

(These should be quantifiable numerical amounts)

Quality Analyst

  • Meeting the client Target
  • Implementation of Coaching & Feedback
  • Monitoring Effectiveness
  • Execution of Action Plans

Skills And Knowledge

State the minimum acceptable proficiency for this job.  Do not state incumbent-specific information

Educational Qualifications

  • Candidate must be a graduate in any stream
  • ISO / COPC certification will be appreciated
  • Travel Diploma will be appreciated

Relevant Experience

  • Candidate must have 3 years of experience including 1 year of quality experience
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
  • Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.
  • Strong knowledge of customer care processes and techniques.
  • Demonstrated ability to work well in a team environment.
  • Dedication to providing exceptional customer service.

Personal Characteristics & Behaviors

  • With pleasing personality
  • Customer focused
  • Can work individually or as a team player
  • Fast learner on a fast phased environment and open to feedbacks
  • Achieving Result
  • Serve and Delight your customers
  • Collaborate and Partner with Others
  • Ability to learn and apply procedures
  • Adaptability
  • Communication / Customer Service
  • Stress Tolerance
  • Work Commitment / Motivation
  • Problem Solving Ability
  • Analytical and Methodical Abilities
  • Good communication skills
  • Good interpersonal skills
  • Client Interaction
  • Team player
  • Flexible and adaptive to work schedules
  • Has positive behaviour and background
  • High level of integrity and accountability
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
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