Quality Analyst- CSAT

About Just Dial

Justdial Ltd is India's No.1 Local Search Engine Company. With offices present in Mumbai, Delhi, Chennai, Kolkata, Bangalore, Hyderabad, Pune, Ahmedabad, Coimbatore, Jaipur, and Chandigarh, the company employees over 15,000 people and offers its services across India, US, UK, Canada, UAE through its presence on Phone, Web, WAP, SMS, and Mobile. For more information about the company, you can visit the 'About Us' page of our website www.justdial.com

What we are looking for

• Graduate in any stream / Undergraduate ( If Experienced )
• Six sigma certification will be an additional advantage.
• Must have good open /MS-office knowledge.
• Minimum 3to 4 years relevant experience.
• Good communication skills (written & verbal)
• Should be willing to work from office.
• Must have own windows laptop with internet connectivity for Remote candidates.
• Ability to meet the deadlines and work under high pressure.
• Multitasking with time management skills.
• Must self motivator.
• Must adapt well in change.
• Ready to go on field – as & when required.
• Language: English, Hindi
• Must have excellent problem solving skills

Roles & Responsibilities:

• Conduct a various process Quality audits as per the guidelines & sharing feedbacks on real time basis.
• Ready to work on out calling process to capture the survey from the client.
• Prepare findings from the report and share it with the Managers on daily /weekly and monthly as required.
• Conduct weekly analysis to identify the error trends. Conduct a root Cause Analysis & publish the error trends, implement actions plans to reduce the red flags.
• Participate in weekly call calibrations.
• Handling complaint calls.
• Conducting refresher sessions based on evaluations.
• Coaching to be provided for BQ executives
• Conducting monthly Dipsticks.
• Mock certifications to be conducted for CIC’s /BDE’s in NHT batches. Etc

Working Environment:

• General office environment: Works generally at a desk in a well-lighted, air-conditioned.
• Cubicle/office, with moderate noise levels.
• 5 Days Working with Sunday Fixed off and the other off would be rotational .
• Office timing will be Day Shift