Job Description - Quality Analyst/ Sr Quality Analyst

Job Location: Delhi / NCR, India

Key Responsibilities:
 
 Audit Voice / E-mail / Chat interactions on Product, Process, Communication, and
compliance parameters
 Conduct One-O-One and Group Feedback Sessions for the targeted population to
improve their performance
 Custodian of all Qualitative parameters including Quality Scores, Compliance and CSAT
 Data analysis and making quality reports and review decks
 Identify Process Improvements and make recommendations by using knowledge of
process, proactively identify areas of concern & highlight to the change Team
 Identify Training needs and working in close coordination with Training team to help
Advisors come up of the learning curve
Desired Skills & Requirements:
 Min. 3 + years of experience of working as a QA or Sr QA for a US, UK or Australian
process (Voice Process/ Chat)
 Exposure to Customer Service / Sales domain will be preferred.
 Excellent Verbal & Written Communications Skills
 Very Good Presentation, Feedback and Coaching skills
 Ability to observe, analyze and identify process improvement opportunities
 Ability to work under pressure, Customer Service Attitude with Analytical bent of mind
 Highly energetic & enthusiastic.
 Should be able to work as Individual Contributor and as a good Team player
 Hands-on experience on MS-Office; preferably on MS-Excel, Power Point.
 Basic Data Handling and Data interpretation skill.
 Graduation mandatory ( can consider undergraduate also basis experience)
 Should be comfortable with 24*7 rotational shifts & self-commuting.

"We believe that our differences not only make us stronger, but also guide our evolution and future growth. All associates are expected to create an inclusive environment free from harassment, discrimination, and bullying.Together, we celebrate, advocate for, and learn from our colleagues, customers and communities to create the best environment to shop and work for all."