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
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