Swiggy - Assistant Manager - Quality Assurance (5-6 yrs)

Assistant Manager - Quality Assurance

Description:

- Way of working: Office/Field

- Employees will work full time from their office base location in Bangalore.

- RARE is a premium personal assistant service designed to save customers time, money, and effort.

- Tailored to meet the demands of busy professionals, RARE offers a comprehensive range of services to simplify their life and enhance their experiences.

- For travel, we handle everything from flight bookings and visa assistance to tailored itineraries and exclusive accommodations.

- Dining services include securing reservations at top restaurants, organizing private dining experiences, and curating menus for special occasions.

- Our gifting solutions ensure thoughtful presents for any event, from sourcing unique items to arranging personalized packaging and delivery.

- RARE also simplifies mobility by coordinating chauffeurs, vehicle rentals, or transport solutions.

- Additionally, we assist with event planning, wellness services, and daily errands, delivering seamless support for every aspect of your lifestyle.

- By streamlining customers' daily tasks and taking care of the details, RARE ensures they can focus on what truly matters, whether it's work, family, or personal goals.

- With a commitment to efficiency, reliability, and personalized solutions, RARE empowers customers to live smarter, achieve more, and reclaim your time.

- Tracking

- Maintain a list of uncompleted requests

- Track issues, complaints, unfulfilled requests as escalated by agent or scraped by AI or manually identified through random sample testing

- Track closure of each request from (1) and (2)

- Escalation

- Ensure each complaint/escalation is dealt with by corrective action/reactive training.

- Recommend proactive system improvements and SOPs to improve completion rate and Cx.

- Provide regular QA feedback to front end agents and back-end experts.

- Training

- Provide regular training to Agents

- Improve and upgrade training processes using feedback from customers.

- Supervision

- Review performance of tagged front-end agents and share feedback to the agents & the concierge lead.

- Mapped to set of front-end agents

Background:

- 5 to 6 years in QA roles within customer service or operational environments.

- Experience in conducting training and process audits.

- Understanding of HNI user base and desired quality of solutions

KRAs:

- Ensure timely closure of unfulfilled requests.

- Resolve complaints and escalations and ensure corrective action and training

- Improve customer satisfaction at the request level

- Recommend proactive improvements to processes and SOPs.

- Provide continuous feedback and conduct training for agents.

KPIs:

- Average response and resolution times for agents under them

- Average customer satisfaction score for agents under them

- Regular QA feedback sessions with agents

- Reduction in repeat issues

- Training effectiveness measured by improved agent performance KPIs

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law."