Quality Analyst

We are looking for a detail-oriented Quality Analyst with 23 years of experience in call monitoring, quality evaluation, and performance improvement
Roles and Responsibilities : Conduct phone call assessments for language, product and process for the sales agents Conduct one on one and documented feedback sessions with the sales agents Create action plans for sales agents based on the assessments Conduct training classes on the process to ensure sales agents follow the company requirements while on a call Prior experience in conducting RCAs for customer escalations Coordinate and conduct meetings with the Quality team Conduct training for the Quality team to ensure the team is on the same page Conduct calibrations for the Quality team to ensure minimal variation in Quality scores Projects handled as part of the Quality Team Process Work flow and Quality Check Manual Charted out the workflow to define each step of the process and created quality checks to ensure accurate documentation of the sales agents Call Scripts Created call scripts for sales agents based on the best practise methods to ensure the information provided to the customers are accurate and per the company standards Quality Form Design Created the quality form to capture the assessments of the Quality analysts Customer Satisfaction Improvement Increased RCAs on DSAT rated services to narrow down the areas that required improvement from the sales agents Insights shared with the training teams to ensure all agents are aware and updated on the requirements to avoid unhappy customers Interdepartmental Calibrations Coordinate and schedule product and process calibrations with the Sales and Quality Teams Calibration reports were used to ensure all teams were on equal understanding about the product and the process Why is this a great opportunity for the right candidate : Experienced founding team Great set of peers to work with Right to win The founding team knows the business & its secrets inside out We are starting with a significant head start and a precise plan of action Barriers to entry This is a specialized play with natural barriers to entry, allowing for significant value creation for all equity holders Backed by marquee global investors Exposure to all aspects of company building exposure to investors, fund-raising, decision making, building the team & culture All of the above perks of joining a high potential company very early, along with a competitive market salary Everyone at Leap is entrepreneurial, moves fast and operates with extreme ownership There is minimal management and extreme autonomy If the above defines you, you will fit in snugly What is Leap Leap is a global student mobility platform that empowers studentsaspirations for a global career and education We have built this and this and this We work at the exciting intersection of fintech & edtech And we love that we succeed as a business while powering the dreams of talented students! How far along are we We are the leaders in our space by a mile! We are backed by Sequoia, Jungle Ventures, Owl Ventures & Harvard! Read the latest fundraise news here Who are we as people We have a lean, rockstar team We have come this far with a lean team because we love to increase the talent density with every new member we add Yes, we are more picky than the usual company We hire slowly and deliberately What will you be doing We are now building our leadership team and would love to engage This is a great time to join the rocketship and participate in the upside - Broadly, You will have tearing-your-hair level complex & challenging problems to solve With massive upside if you solve them In a super fast paced environment that will challenge you With enough resources to be audacious And mentorship from an experienced founding team