ACKO is Hiring for Quality Analyst Role. All the Candidates who completed Bachelor’s Degree are eligible. Interested Candidates can read the following Details and Apply for this role.
Job Description
- Company Name: ACKO
- Job Role: Quality Analyst
- Qualification: Bachelor’s Degree
- Location: New Delhi
- Batch: 2019/ 2020/ 2021/ 2022/ 2023
- Experience: Freshers (0 – 2 Years)
- Salary: Up to 6 LPA (Expected)
Job Role & Responsibilities
- Be a change agent and promote high standards of Quality at all times
- Audit escalations, emails and voice interactions for the Contact Center.
- Provide 1-1 feedback to agents and coach them to deliver high standards of Customer experience consistently
- Calibrate with other Quality Analysts regarding updates and feedback guidelines
- Liaise with the Operations team to identify factors impacting Quality and work towards improving overall floor performance.
- Develop and share reports to provide you and the management with conclusive insights on TNA, process/product gaps and agent improvement opportunities
- Keep excellent customer experience as the end goal and identify areas of improvement in process
- Collaborate with other teams (tech, product etc.) to streamline and optimize the customer experience journey at Acko
- Participate and drive standard Quality practices such as calibrations, PKTs, QA huddles
Eligibility Criteria
- Bachelor’s degree required.
- Hands-on experience in coaching and training individuals.
- Good planning and organization skills.
- Strong capability with MS Office suite of software (word/excel/power point).
- Good English communication skill.
Required Skills
- Excellent communication skills (English and Hindi – written and verbal)
- Analytical ability – to identify issues/process gaps and come up with possible solutions
- Outstanding customer service skills and dedication to provide exceptional customer experience
- Solid time management and organization skills
- Must be able to effectively deal with people and escalation scenarios
- Must be proficient with Microsoft Office (intermediate Word and Excel)
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