QUALITY ANALYST

Job description

What can you expect?
If you are a high performer, then you can expect to own a part of the company in the form of
ESOPs
You can expect the most competitive salaries in the market (in the 90
th percentile)
Open Culture to voice out your opinions freely
An opportunity to learn from the best in the industry
Have an impact on the lives of Billions of People by financially uplifting them
Come help us re-imagine our solutions to provide world-class, best of breed solutions to
delight our customers and Make a major impact on the FinTech industry.
QA - Customer Delight Team
Responsibilities:
Include call monitoring and providing actionable insights. Through monitoring, a
QA analyst gathers information to improve agent performance. As the QA
monitors the customer interactions, they use evaluation forms to capture insights
from these interactions Performs monitors of customer calls. Participates in
customer and client listening programs to identify customer needs and
expectations. Provides actionable data to various internal support groups as
needed. Coordinates and facilitates call calibration sessions for call center staff.
Lead process improvement projects that helped operations meet and exceed
quality standards and streamline processes to reduce cost. Created and revised
procedures, checklist and job aids that resulted in process consistency and
reduced error disputes.
Experience- 1-2 years