!
Oops. This position is closed.
Quality Analyst
Job Title:
Quality Analyst
Job Description:
• Perform call monitoring and provides trend data to management team
• Monitor calls to provide feedback regarding telephone etiquette, product information and procedures
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined
• Regular skill-based sessions based on the audit report
• Taking responsibility to enhance the advisor’s performance under BQ program
• Monitor calls to provide feedback regarding telephone etiquette, product information and procedures
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined
• Regular skill-based sessions based on the audit report
• Taking responsibility to enhance the advisor’s performance under BQ program
Experience Range:
1 - 36 years
Educational Qualifications:
Any graduation, and Any PG
Job Responsibilities:
• Perform call monitoring and provides trend data to management team
• Monitor calls to provide feedback regarding telephone etiquette, product information and procedures
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined
• Regular skill-based sessions based on the audit report
• Taking responsibility to enhance the advisor’s performance under BQ program
• Monitor calls to provide feedback regarding telephone etiquette, product information and procedures
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes and procedures and policies
• Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined
• Regular skill-based sessions based on the audit report
• Taking responsibility to enhance the advisor’s performance under BQ program
Skills Required:
Call Quality, Feedback Management, Certified Quality Auditor (CQA),
Job Code: KL-A3YEA6T6
About Us
India’s largest auto-tech company and a one stop shop for an integrated auto- ecosystem play, to provide exceptional consumer experience through best-in-class product and tech innovations. With more than 91 million in monthly traffic, 52 million monthly unique visitors, 3.5 million YouTube subscribers and more than 10 million mobile app downloads, GirnarSoft group has become the largest consumer facing auto tech company in the country with 86% of the New Car Buyers who research online come to CarDekho.com. The Company is also a pioneer in introducing specialized portals like TyreDekho.com, TrucksDekho.com and CollegeDekho.com.
Presence in international markets under the brand names of ZigWheels and OTO, covering diverse countries such as Malaysia, Philippines, and Indonesia. OTO.com is the number one auto site in Indonesia.
We are looking for Tigers to roar!
If you believe you’re born to innovate great things. Well, you have come to the right place.
Presence in international markets under the brand names of ZigWheels and OTO, covering diverse countries such as Malaysia, Philippines, and Indonesia. OTO.com is the number one auto site in Indonesia.
We are looking for Tigers to roar!
If you believe you’re born to innovate great things. Well, you have come to the right place.
Why Us?
Organization:
1. Largest online auto platform and only company providing end-to-end customer value proposition for automotive purchase
2. Phenomenal growth story: Net Revenue grew 45% y-o-y in Q4FY21; Series E funded; recently entered the Unicorn club
Role:
1. Opportunity to make a real difference supplemented by great camaraderie, autonomy at work and super-fast speed to action
2. Avenues to explore self-interests / strengths and land in the right role
Leadership:
1. Humble, Capable and visionary leadership
2. Top-notch Advisory Board
Culture:
1. High on meritocracy: You hustle, you perform, you get rewarded
2. Deep rooted values (DELITE – Decisive, Empathy, Lean, Innovative, Trustworthy, Excellent Customer Service)
1. Largest online auto platform and only company providing end-to-end customer value proposition for automotive purchase
2. Phenomenal growth story: Net Revenue grew 45% y-o-y in Q4FY21; Series E funded; recently entered the Unicorn club
Role:
1. Opportunity to make a real difference supplemented by great camaraderie, autonomy at work and super-fast speed to action
2. Avenues to explore self-interests / strengths and land in the right role
Leadership:
1. Humble, Capable and visionary leadership
2. Top-notch Advisory Board
Culture:
1. High on meritocracy: You hustle, you perform, you get rewarded
2. Deep rooted values (DELITE – Decisive, Empathy, Lean, Innovative, Trustworthy, Excellent Customer Service)
