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57 Cashfree Holiday Planners Jobs
Quality Analyst - General Ops
Cashfree Holiday Planners
posted 6d ago
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Job Description
About Us:
Cashfree Payments is India s leading payments and API banking company. It provides full-stack payment solutions for businesses in India to accept payments via 180+ payment modes and make payouts - all with a simple integration.
Over 6,00,000+ Businesses trust Cashfree Payments with payment collections, vendor payouts, salary payouts, bulk refunds, expense reimbursements, loyalty and rewards, and so much more!
We enable businesses of all, and we are building the payments infrastructure for tomorrow, today.
We entered the payments industry in 2015 to facilitate Cash-on-Delivery payments for e-commerce businesses. We are also contributing to the pace of Indias digitisation by working closely with traditional banks to increase ease and convenience for last-mile customers.
Role Overview:
The Quality Analyst is responsible for evaluating merchant interactions, ensuring compliance with quality standards, and identifying opportunities for process improvement. This role is crucial in maintaining high merchant satisfaction by analyzing support performance and providing feedback to enhance service delivery.
- Conduct audits of merchant interactions ( emails) to assess quality, compliance, and adherence to company policies.
- Provide detailed feedback and coaching to support agents to enhance their performance.
- Identify trends and areas for improvement by analyzing quality scores and merchant feedback.
- Collaborate with training teams to develop learning materials based on audit findings.
- Assist in defining and updating quality assurance guidelines and scorecards.
- Generate and present reports on quality metrics and agent performance to stakeholders.
- Ensure compliance with regulatory and company-specific standards in merchant interactions.
- Participate in calibration sessions to align evaluation standards across teams.
- Work closely with operations and leadership teams to drive process improvements.
- Identify and escalate critical issues affecting customer experience and service quality.
- Bachelor s degree in Business, Finance, or a related field.
- 1 year of experience in quality assurance within a customer/merchant support environment.
- Strong analytical skills with the ability to identify trends and improvement areas.
- Excellent communication and feedback delivery skills.
- Experience in the fintech (preferred).
Employment Type: Full Time, Permanent
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Senior Associate / Team Lead/ Assistant Manager
3-7 Yrs
Bangalore / Bengaluru
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