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Leap Finance
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Quality Analyst

Quality Analyst

Leap Finance

3 - 5 years

4 - 7 Lacs

Bengaluru

Posted:17 hours ago| Platform:

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Skills Required

documentation quality analysis quality check quality assurance call monitoring quality control quality audit team management customer service team handling training quality monitoring qc quality management team leading call quality coaching

Work Mode

Remote

Job Type

Full Time

Job Description

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

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