About us.

My client is a among India's leading online loans marketplace led by a Gurgaon based team of techno-financial experts working on a mission to bring transparency,

We have recently received a round of Series A equity funding from Ncubate Capital Partners, a private investment arm of SAR Group family office for investments in branding, technology augmentation and growth of our company.

We have partnered with over 25 leading banks and finance companies operations for providing retail and SME credit across the country. We are currently hiring for our next phase of growth.

Title: Quality Analyst

Job Description :

- The Quality Analyst will work as a part of the Quality Audit team responsible for evaluating and giving feedback to sales/loan agents into customer calling to ensure that their responses adhere to quality parameters on content, process, language and customer orientation.

- The incumbent will also be responsible for providing coaching/feedback to agents in order to develop their communication and customer handling skills.

Requirements :

1. Evaluate the quality of customer service and communication on customer queries and feedback calls

2. Provide timely feedback to the team on process and communication skills.

3. Provide trainings on process improvements to existing and new staff

4. Handling mock calls to existing and new staff

5. Maintaining detailed log of audited tickets

6. Preparing and sending daily and monthly summary of audits and quality reports

7. Sharing feedback on call quality, voice, accent, and product knowledge and process compliance to ensure quality improvement.

8. Attend calibration call with supervisors

Desired Candidate Profile :

- any Graduate/ Post graduate

- 5+ years experience in related to call audit and process streamlining

- Excellent grasp of Quality Audit process and tools

- Experience in startup environment would be a distinct advantage

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.