Quality Analyst- BPO

• CXM Quality Analyst will be responsible for monitoring and evaluating the performance of tele-caller agents in the Voice process for Swiggy's Delivery Partner onboarding and rejoiner activities. The role involves assessing call quality, providing feedback to improve customer interaction, and ensuring compliance with Standard Operating Procedures (SOPs) to achieve the desired performance outcomes.

Key responsibilities:

1. Call Quality Monitoring:

• Monitor and evaluate Inbound/Outbound calls made by tele-caller agents to potential Delivery Executives (DEs) for onboarding or rejoining.
• Assess agents communication skills, adherence to scripts, SOP compliance, and accuracy in providing information.

2. Quality Feedback and Coaching:

• Provide structured feedback to agents on areas of improvement and commend them on their strengths.
• Conduct regular coaching sessions to improve call quality, sales techniques, and compliance with the onboarding process.

3. Performance Analysis:

• Analyze call data and generate required MIS & quality reports, highlighting trends, improvement areas, and agents performance.
• Conduct and document detailed Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA) for Fatal errors and Escalations.
• Identify training needs based on quality assessments and suggest appropriate & relevant training programs.

4. Compliance Checks:

• Ensure agents adhere to Swiggy's SOPs, including documentation verification, payment completion, and DE onboarding processes.
• Verify that agents follow the guidelines for the rejoiner process and effectively address DEs' concerns.

5. Process Improvement:

• Recommend process improvements based on quality analysis to enhance the efficiency of the recruitment and onboarding processes.
• Collaborate with the onboarding and reliability teams to ensure at least 70% of new DEs complete their first order within 48 hours of onboarding as per the SLA and changes as applicable.

1. Documentation and Reporting:

• Maintain accurate quality assessment records and update performance trackers.
• Report non-compliance, process deviations, and recommend corrective actions.

2. Customer Experience Optimization:

• Ensure a seamless candidate experience by identifying areas to improve agents approach in persuading potential DEs.
• Contribute to improving the onboarding process by sharing insights from quality evaluations.

Educational Qualifications

• Minimum 1 year of experience as a Quality Analyst in a voice process, preferably in customer service or recruitment processes.
• Familiarity with tele-calling, onboarding, or recruitment activities is a plus

Skills:

• Excellent communication and interpersonal skills.
• Strong analytical skills with attention to detail.
• Proficiency in quality monitoring tools and CRM systems.
• Ability to provide constructive feedback and conduct coaching sessions.
• Knowledge of recruitment processes and SOP compliance.

Preferred Qualifications:

• Experience with voice processes in the delivery or logistics industry.
• Regional Language proficiency would be preferred.
• Knowledge of data analysis and reporting tools (Excel, Power BI).

Working Conditions:

• Full-time position.
• Office-based with potential for hybrid work arrangements.
• Flexible to work in Shifts (24*7 Shifts)