Customer Service Quality Analyst Jobs in Bangalore - DrinkPrime
Job Description
Purpose of the Role: (How will this role help us in increasing customer satisfaction?)
We at DrinkPrime pride ourselves on being obsessed with customer delight. The involvement of the role will ensure that agents provide quality service in line with organizational objectives.
Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers, and improve overall Customer Experience. Therefore, it is important to evaluate agents' performance by having multiple parameters or checklists aligned with agents KPI or organizational performance metrics.
The role will have significant benefits towards the growth of the organization, the benefits include:
We at DrinkPrime pride ourselves on being obsessed with customer delight. The involvement of the role will ensure that agents provide quality service in line with organizational objectives.
Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers, and improve overall Customer Experience. Therefore, it is important to evaluate agents' performance by having multiple parameters or checklists aligned with agents KPI or organizational performance metrics.
The role will have significant benefits towards the growth of the organization, the benefits include:
- The improvement of your overall contact center performance
- The improvement of call, voice, and email quality made by agents
- Continuous improvement in customer experience processes – internal and external
- Reduction of agent attrition
- Identifying and addressing potential customer interaction issues
- Increased customer satisfaction and improved overall customer experience
- Improvement in productivity with trained and enhanced team members
- Design and manage call monitoring system and provide actionable insights
- Monitor daily calls & emails and track performance at individual and team level
- Provide performance feedback to customer experience agents
- Conduct training sessions to improve the product and process knowledge of the team
- Prepare and analyze internal and external quality reports for the team
- Research and implementation of tools for the enhancement of overall customer experience
- Manage overall contact center performance for both Voice and Non-Voice
- Manage overall reporting, training, and feedback for the customer experience team
- Any under-graduate (B.E, BCA, BCOM) with 2-3 years of relevant experience
- Excellent verbal, written and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Self-Motivated and Self-Starter with focus on Quality and Customer Service
- Exceptional analytical and time management skills
- Ability to multitask and successfully operate in a fast-paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
- The steep learning curve with great exposure to all the aspects of start-ups
- A performance-based environment with no limits to career growth and personal development
- An opportunity to collaborate with a team of like-minded, smart, creative people who execute and get things done.
Job Particulars
Who can apply Experienced (2 to 3 Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id938243
Job Category BSc/BCA/BBM , Tech Support
Locality Address
State Karnataka
Country India
About Company
About DrinkPrime
Access to safe and affordable drinking water is the biggest problem of urban India. A large percentage depend on bubble water cans (20L cans). However, research shows >85% of these bubble cans are contaminated and not safe for drinking.
On the other side, water purifiers are very expensive. It has a high upfront cost, annual maintenance cost and spares cost extra. Only less than 5% of the urban population have it.
At DrinkPrime, we are on a mission to make safe drinking water accessible and affordable to every resident in India. We are backed by Tier 1 VCs and many prominent angels. They believe in the vision, mission of DrinkPrime and the team. With our tech first approach, we are taking up this audacious mission and believe in solving it. Be a part of history and join us. We can solve this problem together.
Access to safe and affordable drinking water is the biggest problem of urban India. A large percentage depend on bubble water cans (20L cans). However, research shows >85% of these bubble cans are contaminated and not safe for drinking.
On the other side, water purifiers are very expensive. It has a high upfront cost, annual maintenance cost and spares cost extra. Only less than 5% of the urban population have it.
At DrinkPrime, we are on a mission to make safe drinking water accessible and affordable to every resident in India. We are backed by Tier 1 VCs and many prominent angels. They believe in the vision, mission of DrinkPrime and the team. With our tech first approach, we are taking up this audacious mission and believe in solving it. Be a part of history and join us. We can solve this problem together.
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