Quality Analyst - Customer support

Role - Quality Analyst - Customer Support

Experience- 5-7 Years.

Location- Bangalore.

Work from office

Shift- 10am to 7pm

Job Description:

Audit incoming/outgoing calls, email, and chat queries.

VOC/ Survey analysis.

Conduct weekly feedback sessions with reps.

Evaluating and identifying key error-prone areas that can affect the team's performance and improve client and account management experience. This is inclusive of both voice and non-voice processes.

Assess agent behavior, counsel, and coach them in order to reduce negative customer experience, wastage of time and resources, and agent attrition.

Identifying team members who would require increased assistance and coaching.

Staying on top of trends will help businesses optimize customer relations and outperform competitors.

Responsible for picking the most effective performance metric for the business to analyze and should be able to identify the most effective way to evaluate the performance.

Responsibilities:

Develop new joiners and experienced into high-performance members through a combination of 1:1 coaching, casework shadowing, and focusing on training to increase accuracy.

Publish weekly, monthly, and quarterly quality and compliance score reports.

Conducting refresher training on Products and Processes for the new joiners and the existing team members to keep them abreast of all the recent changes and updates.

Conducting periodic process knowledge tests to monitor and identify the weak areas of the existing teammates.

Identify quality gaps for new joiners and existing team members through remote and live case monitoring by video call barging over screen share.

Identify, lead, and execute product and process innovation to increase advertiser performance and investments.

Actively participate in case audit calibrations and coach team members on the identified gaps.

Stay abreast of the new trends, process updates, and tools.

Conduct case audits and calibrations per week per rep in line with the quality framework.

Develop a visual aid that can be used as a guideline for the production staff.

Qualifications:

Ability to explain complex topics in a variety of ways to successfully impart knowledge to a variety of audiences.

Ability to adapt and communicate information to a wide range of audiences and in a variety of situations.

Excellent presentation, interpersonal, communication, problem-solving, analytical, and organizational skills to manage multiple complex tasks, issues, and deadlines.

Ability to work independently to meet strict deadlines and be able to work collaboratively with others in group settings.

Proficient in MS Office (Excel, Word, PowerPoint) or alternatives.

Excellent conflict resolution and mitigation skills.

Excellent Feedback delivery skills.

Should be good at coaching, feedback, and listening skills.

Prior experience as a QA in Email, Chat & Voice environments.

Having prior exposure to international markets in or before MarketStar (Regalix).

Impeccable attention to detail.

Willing to work on any shift.

Whats in it for you?

Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan including but not limited to Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Well-being sessions, real-time grievance redressal, and work flexibility.

We are a people-first organization with policies and processes that help you bring the best version of yourself into work including fast-track growth for high-potential folks. An opportunity to be associated with the world’s leading brands as clients. To be a part of an organization with more than 60% of homegrown Leaders. Customized training programs that are catered to personal and professional development. We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.