Quality Analyst

Company Description

Godrej Properties brings the Godrej Group philosophy of innovation, sustainability, and excellence to the real estate industry. Each development combines a 121-year legacy of excellence and trust with a commitment to cutting-edge design and technology. Godrej Properties has received over 200 awards and recognitions in recent years. Notable awards include 'Builder of the Year' at the CNBC-Awaaz Real Estate Awards 2018 and 'Real Estate Company of the Year' at the 8th Annual Construction Week India Awards 2018.

Role Description

A Quality Executive will play a pivotal role in ensuring that customer interactions meet organizational standards and deliver a consistent, high-quality experience. This role is both analytical and interpersonal, requiring a balance of technical evaluation and human coaching.

Key Responsibilities:

• Call Monitoring and Evaluation: Review live and recorded calls to assess RM’s (Relationship Manager’s) performance using scorecards and QA tools
• Feedback & Coaching: Provide constructive feedback and conduct coaching sessions to improve communication and customer handling.
• Compliance & Process Adherence: Ensure RM’s (Relationship Manager’s) follow company policies, regulatory guidelines, and industry standards.
• Reporting & Analysis: Generate reports on call quality trends, RM’s performance, and customer satisfaction.
• Training Support: Collaborate with training teams to design modules based on quality gaps and participate in calibration sessions.

Essential Skills

Technical Skills:

• QA Tools: Experience with NICE, Verint, or in-house QA platforms.
• CRM Systems: Familiarity with platforms like Salesforce, custom CRMs.
• Data Analysis: Basic proficiency in Excel, Google Sheets, or BI tools for reporting.

Soft Skills:

• Analytical Thinking: Ability to identify patterns and root causes in call behavior.
• Communication: Clear and empathetic communication for delivering feedback.
• Attention to Detail: Spotting subtle issues in tone, language, or compliance.
• Coaching & Mentoring: Ability to guide RM’s (Relationship Manager’s) toward improvement without demotivating them.
• Time Management: Managing multiple evaluations and feedback sessions efficiently.

Recommended Certifications:

• Six Sigma (Yellow/Green Belt): For process improvement and analytical rigor.

Quality Methodologies:

• 7 QC Tools: Foundational tools for problem-solving and process improvement: Cause-and-Effect Diagram, Check Sheet, Control Chart, Histogram, Pareto Chart, Scatter Diagram, and Flowchart.
• FMEA (Failure Modes and Effects Analysis): Proactive tool to identify potential failure points, assess their impact, and prioritize actions using Risk Priority Numbers (RPN).
• CAPA (Corrective and Preventive Action): Addresses non-conformities and prevents recurrence through root cause analysis, action planning, and effectiveness checks.
• GEMBA: Lean principle emphasizing going to the actual place where work happens to observe and understand processes.
• 5 Whys: Root cause analysis technique by asking 'Why?' repeatedly to drill down to the underlying issue.
• Fishbone Diagram (Ishikawa): Visual tool to map out causes of a problem across categories like Man, Machine, Method, Material, Measurement, and Environment.

Requirements:

• 6 Days working
• On third party payroll