Quality Analyst - Customer Connect Jobs in Bangalore - Swiggy
Job Description
- Job Title Quality Analyst - Customer Connect (Inbound/Email/Outbound)
- Position Details Reports to – Associate Manager / Manager, Quality
- 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.
- 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.
- Audit accuracy.
- QA quality score.
- Accuracy and timelines of reports
Qualifications REQUIRED:
- Group presentation skills.
- Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision.
- Ability to build rapport with others and create a team environment.
- Strong communication, organizational, motivational and time management skills.
- Ability to work flexible hours if necessary (all shifts).
- Ability to analyze quality scores and operational matrices and create.
- Plan of Action with measurable changes within timelines.
- Experience in Customer Service environment with exposure to inbound, outbound, chat and email process.
- Capable of identifying gaps and executing initiatives.
- Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.
- Expected to lead by example Should display the behavior of a role model at all times.
- Education Graduate (any stream) or Under graduate (minimum 12th grade)
Job Particulars
Role others
Education Diploma, B.Com, B.Pharm, BA, BBA/BBM, BCA, BE/B.Tech, BEd, BSc, BVSc, CS, 12th Pass (HSE), B.Design, B.FashionTech, BFA, B.P.Ed, B.F.Sc(Fisheries), BSW, Other Graduate
Who can apply Experienced (1 to 3+ Years)
Hiring Process Written-test, Face to Face Interview
Employment TypeFull Time
Job Id585034
Job Category Diploma , BSc/BCA/BBM , 1 to 3 Yr Exp , Recruitment , Analyst / Analytics , Logistics / Transportation
SkillsQuality Control
Locality Address Bommanahalli
State Karnataka
Country India
About Company
About The Company |
An initiative that started in 2014 with just a few restaurants on board limited to Koramangala in Bangalore, Swiggy is now India’s leading food ordering and delivery platform.Facebook, Twitter, and LinkedIn. |
We recently received our series H round of funding and were able to raise an astounding $1 Billion. |
We have grown beyond our wildest imaginations. Starting off with just 2 neighbourhoods in Bangalore, we are now present in over 70 locations PAN India and are only looking to grow further. |
More than 50,000 restaurant partners leverage Swiggy to reach new customers and increase their sales . All of this has been made possible only because of our motivated work force nearing 5 000+ employees that run the show from start to finish. swiggy .com or connect with us on |
Every order delivered by Swiggy ’s fleet of over 1,20,000 Delivery Executives, the largest in India, ensures a host of customer-centric features, while ensuring we provide unparalleled convenience for our customers. |
Jobs By Location
Bangalore
Noida
Gurgaon
Pune
Chennai
Ahmedabad
Kolkata
Mumbai
Delhi
Hyderabad
Others also searched for
Job & career videos Subscribe