Quality Analyst jobs in Bangalore - pixiedust.solutions

  • 18 Views
  • 8 Applicants
  • 2018-07-25

Job Description

Position Details • Reports to – Associate Manager / Manager, Quality

Key Responsibilities • Quality Analysts are responsible to audit calls, monitor email transactions and accurately measure qualitative performance of a Champion. The measured performance need to be coached on for higher performance within agreed timelines. They play the role of a classroom facilitator, coach and supervisor. Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of SWIGGY values, customer service skills, computer skills, product, policies and procedures.

• The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.

Job Duties Analyst

• Transaction Monitoring (Phone / Email/Chat)

• Giving feedback

• Prepare MIS/reports

• Performing training need analysis.

• Process improvement.

• Leading and participating in calibration sessions.

• Improving performance through interventions.

• Keep in touch with Customers and Processes through taking calls for stipulated amount of time

Coach

• Provide timely, accurate and effective feedback to Champion regarding job performance

• Take escalated calls, approve adjustments and monitor Champions’ for quality

• Create development plans for champions geared to drive world class results

• Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.

• Partner with HR when initiating corrective action on timely basis

• Analyze, suggest, develop, implement and evaluate training and coaching

Metrics for performance measurement • Should achieve monitoring target

• Adherence to feedback TAT / target

Key Skills

Industry

Consumer Durables / Electronics

Functional Area

ITES / BPO / KPO / LPO / Customer Service / Operations

Number of Vacancy

42

Education

Secondary School


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