Quality Analyst

Leap


Date: 9 hours ago
City: Bengaluru, Karnataka
Contract type: Full time

Roles and Responsibilities :

  • Conduct phone call assessments for language, product and process for the sales agents.
  • Conduct one on one and documented feedback sessions with the sales agents.
  • Create action plans for sales agents based on the assessments.
  • Conduct training classes on the process to ensure sales agents follow the company requirements while on a call.
  • Prior experience in conducting RCA’s for customer escalations.
  • Coordinate and conduct meetings with the Quality team
  • Conduct training for the Quality team to ensure the team is on the same page.
  • Conduct calibrations for the Quality team to ensure minimal variation in Quality scores


Projects handled as part of the Quality Team

Process Work flow and Quality Check Manual

  • Charted out the workflow to define each step of the process and created quality checks to ensure accurate documentation of the sales agents.

Call Scripts

  • Created call scripts for sales agents based on the best practise methods to ensure the information provided to the customers are accurate and per the company standards.

Quality Form Design

  • Created the quality form to capture the assessments of the Quality analysts.

Customer Satisfaction Improvement

  • Increased RCA’s on DSAT rated services to narrow down the areas that required improvement from the sales agents.
  • Insights shared with the training teams to ensure all agents are aware and updated on the requirements to avoid unhappy customers..

Interdepartmental Calibrations

  • Coordinate and schedule product and process calibrations with the Sales and Quality Teams.
  • Calibration reports were used to ensure all teams were on equal understanding about the product and the process.

Why is this a great opportunity for the right candidate :

  • Experienced founding team
  • Great set of peers to work with
  • Right to win - The founding team knows the business & its secrets inside out. We are starting with a significant head start and a precise plan of action
  • Barriers to entry - This is a specialized play with natural barriers to entry, allowing for significant value creation for all equity holders
  • Backed by marquee global investors
  • Exposure to all aspects of company building - exposure to investors, fund-raising, decision making, building the team & culture
  • All of the above perks of joining a high potential company very early, along with a competitive market salary

Let’s Chat !

We are now building our leadership team and would love to chat with you

This is a great time to join the rocketship and participate in the upside -

  • You will have super interesting & challenging problems to solve
  • In a super fast-paced environment that will challenge you
  • With enough resources to play offense
  • And mentorship from the founding team


Post a CV