Call Quality Analyst - Associate- MHD

About Us

About the team :

About the role:

high standard of merchant experience.

Expectations/ Requirements

Minimum 1 Year of Experience in Agent/Center Quality

Monitoring of transactions as per process guidelines

Providing event-based and frequency-based feedback

Collecting data on the CTQs as defined in the SLA and track the same

Assisting Ops in identifying training needs for the agents and process level issues that can help improve

performance

Participating in team huddles and providing brief on Quality performance in the process

Brief new agents joining the process and explain how the quality function operates in the process

Co-ordinate all process improvement initiatives     

Competencies Required:

Ability to work in a continually challenging environment

Understanding of end-to-end processes and appreciation of critical parameters

Knowledge of MS Office – Excel, PowerPoint, Word

Good communication skills (English/Hindi)

Good analytical skills – to be tested through Quality Aptitude Test

Self-initiated and zeal for continuous improvement

Why join us

● A collaborative output driven program

● Improve the average revenue per use by increasing the cross-sell opportunities

● A solid 360 feedback from your peer teams on your support of their goals

● Respect, that is earned, not demanded from your peers and manager

Compensation:

With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we

are in a unique position to democratize credit for deserving consumers & merchants – and we are

committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part

of the story!