Quality Analyst

About the role

We are looking for a Customer Experience - Quality Analyst to  perform call, email, chat & social media monitoring  and provide trend data to the team. Needless to say, there's never a dull time at slice. Youll be promised all the perks of joining a fast-paced, hyper-growth team that aims to disrupt the payments space. 

What You will do

• Participate in design of call, email, live-chat & social media response monitoring formats and quality standards. Under calls we have several subunits- the inbound calling team, the outbound calling team (feedback, product calls etc).
• Perform calls, emails, live chat, social media response monitoring and provide trend data to the team.
• Work on and use quality monitoring data management systems to compile and track performance at the team and individual level.
• Participate in customer listening programs to identify customer needs and expectations and share insights with the team.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate calibration sessions for the TL's and team members.
• Provide feedback to the team leaders and the manager with regards to the process/product that can be improvised to have the good customer experience.
• Prepare and analyse internal quality reports for the managements review.
• Perform other duties as assigned.

What you will need

• 6 months - 1 year of experience in a similar role. 
• A Bachelors or Masters degree in the relevant field.
• Excellent verbal, written and interpersonal communication skills. Ability to work well and collaborate within a team environment.
• Outstanding customer delight skills and dedication to providing exceptional customer experience 
• Self-driven, comfortable with a fast-paced, always-on, highly ambiguous environment 
• Exceptional listening and analytical skills
• Solid time management skills
• Effective interaction skills with people at all levels inside the company.
• Strong problem solving skills
• Ability to multitask in a fast paced, team environment
• Ability to adapt well to change and successfully set and adjust priorities as needed
• Good MS office skills (Excel, Word and PPT)

Interested candidates may apply using the link below.

https://forms.gle/vHGqTgYVdada5v6m7