Customer Service Quality Analyst- Customer Service

4 - 6 Years

You’ll be our: Quality Analyst-Customer Service
You’ll be based at: Bengaluru, Karnataka
You’ll be Aligned with: Manager-Customer Service
You’ll be a member of: Customer Service team

What you’ll do at Ather:
  • Responsible for driving high standards service quality and be the SME on the best practices around quality control for the contact centre team.
  • Analyze interaction quality data and initiate, develop and recommend improvements to systems, processes and procedures to increase productivity and reduce cost.
  • Create and run standard and ad-hoc reports to monitor contact center performance metrics.
  • Perform root cause analysis to drill down into performance trends.
  • Identify Continual Improvement and Corrective Action Preventive Action opportunities.
  • Create and report speech and text analytics to discover emerging trends and identify opportunities for category improvement.
  • Perform internal audits.
  • Collaborate with team members, recommend, develop, and implement process improvements that can be used as benchmark measurements.
  • Assess and document program lessons learned.
  • Become familiar with job-relevant Standard Operating Procedures (SOPs).
  • Facilitate call recording listening sessions.
  • Attend PMO level calibration sessions; facilitate contact center level calibration sessions.
  • Complete quality monitor evaluation audit assessments.
  • Complete quality monitoring evaluations to ensure that Customer Service Representatives (CSRs) are performing in accordance with established quality and performance standards, as assigned.

Here’s what we are looking for: 
  • We are looking for someone who comes with a good experience as a Quality Analyst and is able to leverage her/his experience to identify training needs for the improvement of the Customer Service Team.
  • Great communication skills in English is non-negotiable. Fluency in Hindi and regional language will be good to have.
  • Presence of mind, at all times. Ability to translate audits into inputs for the training team
  • Be a liaison between Customer Service team and Training team.
  • Closely working with other teams to ensure all updates are captured and passed on to the Customer Service team.
You bring to Ather:
Experience of 3-5 years in a Quality Analyst role.

You’ll be collaborating with: 
Being a part of the support team, you will be required to closely work with a lot of teams at Ather. To name a few, you will liaison with Sales Operations, Engineering, Marketing, Experience Center, Vehicle Servicing and many other teams. 

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