Job ResponsibilityPOSITION SUMMARY:
Quality Assurance analysts are senior analysts who audits interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer experience through providing feedback on SOP, Process and agent behaviour
-Auditing a team of front line agents across channels like chat, call & email for transaction quality and S.O.P adherence to live services
-To maintain desired levels of productivity & accuracy on audits performed by self
-To coach front line agents on overall S.O.P, process and new changes
-To co own S.O.P & be responsible for cascading new information / updates within the team & BPO partners in a seamless fashion.
-Own relationship between S.O.P updates & impact on scorecard for non adherence
DUTIES AND RESPONSIBILITIES:
-Performs call monitoring and provides trend data to the site management team.
-Uses quality monitoring data management system to compile and track performance at team and individual level.
-Performs monitors of customer care / vendor & dispatcher email responses.
-Participates in call listening/ interaction deep dive programs to identify customer needs and expectations.
-Flag non performing agents & support performance with coaching & feedback interventions led by BPO
-Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives
-Provides actionable data to various internal support groups as needed and feedback to call center team leaders and managers.
-Prepares and analyzes internal and external quality reports for management staff review.
-Participate in calibration calls to improve overall understanding & usage of QA Scorecard
-Problem solving skills in handling complaints effectively and efficiently , play an integral role in resolving for disputes raised on quality audits by Operations teams & BPO partners
JOB REQUIREMENTS :
-Minimum a year of experience in a contact center & preferably with the experience of quality assurance
-Excellent verbal, written and interpersonal communication skills
-Outstanding customer service skills and dedication to providing exceptional customer care
-Must be proficient with Microsoft Office (intermediate Word, basic Excel);
-Language: (English & Nepali; mandatory)
-Bachelor Degree is a plus
Job RequirementsJob Benifits
