What you’ll do at Ather:
- Drive high standards of service quality and be the SME on the best practices around quality control for the contact centre team.
- Analyze interaction quality data and initiate, develop, and recommend improvements to systems, processes, and procedures that increase productivity and reduce cost.
- Create and run standard and ad hoc reports to monitor contact center performance metrics.
- Perform root cause analysis to drill down into performance trends.
- Identify Continual Improvement and Corrective Action Preventive Action opportunities.
- Create and report speech and text analytics to discover emerging trends and identify opportunities for category improvement.
- Perform internal audits.
- Collaborate with team members to recommend, develop, and implement process improvements that can be used as benchmark measurements.
- Assess and document program lessons learned.
- Become familiar with job-relevant Standard Operating Procedures (SOPs).
- Facilitate call recording listening sessions.
- Attend PMO level calibration sessions; facilitate contact center level calibration sessions.
- Complete quality monitor evaluation audit assessments.
- Complete quality monitoring evaluations to ensure that Customer Service Representatives (CSRs) are performing in accordance with established quality and performance standards, as assigned.
- Be a liaison between the Customer Service team and Training team.
- Closely working with other teams to ensure all updates are captured and passed on to the Customer Service team.
Here’s what we are looking for:
- A good experience as a Quality Analyst with an ability to leverage her/his experience to identify training needs for the improvement of the Customer Service Team.
- Great communication skills in English are non-negotiable. Fluency in Hindi and regional languages will be good to have.
- Presence of mind, at all times. Ability to translate audits into inputs for the training team
You bring to Ather:
- Graduation degree in any stream
- Experience of 3-5 years in a Quality Analyst role
You’ll be our:Quality Analyst – Customer Service
You’ll be based at:IBC Knowledge Park, Bengaluru
You’ll be aligned with:Manager-Customer Service
You’ll be a member of:Quality Manager – Customer Support