Location;pune
Roles and Responsibilities:
- Develop and maintain internal support and call center quality standards
- Review a subset of sales agents interactions (calls, emails, chats, etc.)
- Provide meaningful and constructive feedback on evaluations
- Discuss and explain feedback with agents in regular meetings
- Create strategies to improve support KPIs
- Assist agents in enhancing their performance through specific guidance and ongoing support
- Identify training and onboarding needs and initiate related projects
- Generate reports that reflect support performance
- Report the support team's performance to senior management
- Participate in calibration sessions to ensure consistency in internal evaluations
- Contribute positively to team culture
An ideal candidate should have:
- Minimum 2 years of hands-on experience in quality assurance within customer service or sales
- Proven track record of analytical skills
- Strong communication skills, including the ability to deliver (negative) feedback effectively
- Excellent people skills and the ability to build rapport
- Good organizational skills and knowledge of goal-setting practices
- Experience with data visualization and understanding of support metrics
- Problem-solving capabilities to create meaningful strategies to improve support quality
Perks and Benefits:
- Opportunity to work on a highly critical role, which will have a direct and big impact
- A learning environment with supports looking at problems in unique ways
- Collaborative and diverse team which values mutual respect and clear communication
- Challenging work so that you can keep your brain healthy
