Quality Analysts are responsible for listening to calls, monitoring email transactions and accurately measuring qualitative performance of a Champion. The measured performance need to be coached on for higher performance within agreed timelines. They play the role of a classroom facilitator, coach and supervisor. Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of Myntra values, customer service skills, computer skills, product, policies and procedures. This individual will assist in developing, creating and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall seller experience
The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.
Job Duties
Analyst
Performs email/call monitoring and provides trend data
Providing feedback and tracks improvement
Prepare MIS/reports
Data management to compile and track performance at a team and individual level.
Performing training need analysis.
Provides actionable data for process improvement.
Leading and participating in calibration sessions.
Improving performance through interventions.
Keep in touch with seller and processes through taking calls or processing transactions during their OJT and Nesting period and meet monthly transaction processing goals.
Coach
Provide timely, accurate and effective feedback to Champion regarding job performance
Create development plans for champions geared to drive world class results
Partner with HR when initiating corrective action on timely basis
Analyze, suggest, develop, implement and evaluate training content and coaching
Qualifications
REQUIRED
Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
Ability to build rapport with others and create a team environment
Strong communication, organizational, motivational and time management skills
Ability to work flexible hours if necessary (all shifts)
Ability to analyze quality scores and operational matrices and create
Plan of Action with measurable changes within timelines
Experience in Customer/Seller Service environment with exposure to inbound, outbound and email process.
Capable of identifying gaps and executing initiatives.
Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.
Eligibility criteria
Must have a bachelor's degree in any stream
Must have knowledge of spoken Hindi and excellent communication (verbal and written) in English
Must have 2 years as a Quality Analyst from a reputed organization
Certification in Quality and or Compliance would be preferable
Six sigma training/certification would be preferable
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