Job Description
Apply on Indeed
Quality Assurance Lead: Contact Centre
C
CashKaro
Anywhere
Apply on Indeed
Work from home
Full–time
At CashKaro, we believe remarkable talent, enthusiasm, and hustle add up to great work. We are looking for an Quality Lead –CRM to join our Head Office in Gurgaon.
CASHKARO is the largest Cashback & Coupons site in India, backed my marquee investors like Mr. Ratan Tata, Kalaari Capital & Korea Investment Partners. We are also redefining social commerce with India's 1st Social Cashback app called EarnKaro, and with the launch of our CashKaro Store Network in 22 states of India. Well capitalized and with a team of 350+ people, CashKaro is looking to chase 10x growth over the next 3 years. There are Billion-dollar Cashback sites in the US, UK, China and CashKaro is set to be the same in India.
Working at CashKaro could also be a great career move to accelerate your own growth, and we invite you to come learn more about what we are building.
Description -
The QA Lead will enable to Contact Centre team to deliver exceptional experience to customer on calls (Inbound) / Outbound) through QA Analysts :
1. Monitoring transactions (calls, emails, Chat)
2. Conduct VOC research/report
3. Coach advisors to perform better on the CI objectives The position represents an excellent opportunity for an individual with strong analytical abilities to work in a fast-paced entrepreneurial set-up in an ever-growing E-commerce field.
This role will suit an ambitious, hardworking, and highly driven individual who has a proven track record of working within a role of this nature.
Key Responsibilities: - '
• Performs call monitoring and provides trend data to CK management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors (call audits) of CI advisors call.
• Participates in group call listening programs to identify customer needs and expectations and area of improvement for the agents.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for CI staff.
• Provides feedback to team leaders and managers on areas of improvement.
• Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a good quality call.
• Design and Develop evaluation programs that analyze critical performance behaviors and metrics on customer calls.
• Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
• Establish a process involving sales TL to disseminate the information to ensure improvements
• Provide feedback to the leadership on agents skills and work approach.
• Capture the voice of the customer from call analysis and provide actionable inputs to sales agents/TLs and category leader and other relevant stakeholders
• Articulate operational issues and trends to management.
• Identify areas of improvement in associates performance through trending and analysis.
• Initiate process improvements to effectively align teams capabilities with current and future needs.
• Document call handling process.
• Manage update, share them with CI advisors
Ideal candidate should have the below experience & skill set: -
• Qualification - Graduate or post-graduate in relevant discipline
• Experience - 5 to 8 years as Quality Analyst for large sized International BPO or at in-house contact center at app-based organization
• Excellent communication skills (Oral and written both)
• Incumbent should have minimum 50 WPM (word per minute typing speed)
• Possess good analytical skills - detail oriented
• Outstanding Quality assessment skills and dedication to providing exceptional support to the sales associates
• Must be a self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Working knowledge of MS office
Why Join Us :
1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness
2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory
3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.
4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!
5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more.
Ensuring a Diverse and Inclusive workplace where we learn from each other is core to CK's value. CashKaro.com and EarnKaro.com are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ****** orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
CashKaro.com and EarnKaro.com will not pay any third-party agency or company that does not have a signed agreement with CashKaro.com and EarnKaro.com.
Visit our Career Page at - https://cashkaro.com/page/careers
Follow Us at https://www.linkedin.com/company/cashkaro-com/mycompany
Quality Assurance Lead: Contact Centre
C
CashKaro
Anywhere
Apply on Indeed
Work from home
Full–time
At CashKaro, we believe remarkable talent, enthusiasm, and hustle add up to great work. We are looking for an Quality Lead –CRM to join our Head Office in Gurgaon.
CASHKARO is the largest Cashback & Coupons site in India, backed my marquee investors like Mr. Ratan Tata, Kalaari Capital & Korea Investment Partners. We are also redefining social commerce with India's 1st Social Cashback app called EarnKaro, and with the launch of our CashKaro Store Network in 22 states of India. Well capitalized and with a team of 350+ people, CashKaro is looking to chase 10x growth over the next 3 years. There are Billion-dollar Cashback sites in the US, UK, China and CashKaro is set to be the same in India.
Working at CashKaro could also be a great career move to accelerate your own growth, and we invite you to come learn more about what we are building.
Description -
The QA Lead will enable to Contact Centre team to deliver exceptional experience to customer on calls (Inbound) / Outbound) through QA Analysts :
1. Monitoring transactions (calls, emails, Chat)
2. Conduct VOC research/report
3. Coach advisors to perform better on the CI objectives The position represents an excellent opportunity for an individual with strong analytical abilities to work in a fast-paced entrepreneurial set-up in an ever-growing E-commerce field.
This role will suit an ambitious, hardworking, and highly driven individual who has a proven track record of working within a role of this nature.
Key Responsibilities: - '
• Performs call monitoring and provides trend data to CK management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors (call audits) of CI advisors call.
• Participates in group call listening programs to identify customer needs and expectations and area of improvement for the agents.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for CI staff.
• Provides feedback to team leaders and managers on areas of improvement.
• Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a good quality call.
• Design and Develop evaluation programs that analyze critical performance behaviors and metrics on customer calls.
• Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
• Establish a process involving sales TL to disseminate the information to ensure improvements
• Provide feedback to the leadership on agents skills and work approach.
• Capture the voice of the customer from call analysis and provide actionable inputs to sales agents/TLs and category leader and other relevant stakeholders
• Articulate operational issues and trends to management.
• Identify areas of improvement in associates performance through trending and analysis.
• Initiate process improvements to effectively align teams capabilities with current and future needs.
• Document call handling process.
• Manage update, share them with CI advisors
Ideal candidate should have the below experience & skill set: -
• Qualification - Graduate or post-graduate in relevant discipline
• Experience - 5 to 8 years as Quality Analyst for large sized International BPO or at in-house contact center at app-based organization
• Excellent communication skills (Oral and written both)
• Incumbent should have minimum 50 WPM (word per minute typing speed)
• Possess good analytical skills - detail oriented
• Outstanding Quality assessment skills and dedication to providing exceptional support to the sales associates
• Must be a self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Working knowledge of MS office
Why Join Us :
1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness
2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory
3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.
4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!
5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more.
Ensuring a Diverse and Inclusive workplace where we learn from each other is core to CK's value. CashKaro.com and EarnKaro.com are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ****** orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
CashKaro.com and EarnKaro.com will not pay any third-party agency or company that does not have a signed agreement with CashKaro.com and EarnKaro.com.
Visit our Career Page at - https://cashkaro.com/page/careers
Follow Us at https://www.linkedin.com/company/cashkaro-com/mycompany
💡 Quick Summary
Seeking a career-building opportunity? The Quality Assurance Lead| Contact Centre position is now open for candidates interested in the BPO Jobs sector. This role in Anywhere offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.