Quality Analyst (Customer Support) (4+ yrs)

Graduate/ Equivalent Degree

Full Time

Bangalore

Why Join Vahak?

Aside from the fact that we're building India's leading B2B transportation marketplace, have bean bags, unlimited snacks, stellar perks and pretty much the coolest team -
... We forgot the punch line.

Oh well, if you want to be a part of a dynamic workforce and build a product that's impacting the lives of over 10 Lakh+ Indian transporters - come join us!

Fascinated by our culture? Get to know more about us!

About Role:

  • As a Customer Service Quality Assurance Manager your goal is to maintain a high and consistent level of support quality across the team.
  • It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.

Responsibilities:

  • Maintain and develop internal support and call centre quality standards.
  • Review a subset of support executives conversations (calls, emails, chat, social media interactions etc)
  • Assess support interactions based on internal standards.
  • Accompany evaluations with meaningful and constructive feedback.
  • Discuss and explain feedback with agents in regular meetings.
  • Analyse all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs.
  • Create strategies to improve support KPIs.
  • Help agents improve their performance with specific instructions and constant support.
  • Map the need for training and onboarding programs and initiate these projects.
  • Have refresher training with the executives, to keep them updated with the ever- evolving product changes in order to avoid any process gaps.
  • Monitor customer service performance on the executive and team level.
  • Create reports that reflect support performance.
  • Report support team’s performance to higher-ups.
  • Participate in calibration sessions to maintain consistency in internal evaluations.
  • Contribute to the team culture in a positive manner.

Requirements:

  • Experience in the customer service space.
  • Proven track record of analytical skills.
  • Hands-on experience in quality assurance.
  • Great people skills and ability to communicate (negative) feedback.
  • Good organizational skills, knowledgeable in goal-setting practices.
  • Examples of data visualization abilities and understanding of support metrics.
  • Perception of basic business metrics and how support impacts those.
  • Problem-solving capabilities to create meaningful strategies to improve support quality.

Let’s take a look at what’s in store for you

(Aside from the bundles of fun)

💰

Competitive Salary

There is no “right” salary for the right person! Our salaries are mad-competitive.

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Stacked Pantry

Fancy a snack, or two? Our pantry’s always loaded with tasty tidbits.

🤩

Healthy work-life Balance

Think flexible work hours and generous leave policies.

👩‍💻

Tech of your Choice

Mac-book or Windows? Pick any tech that you are comfortable with!

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Team Retreats

We escape work stress with frequent getaways!

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Partying Hard

Expect food escapades, team retreats and (lots of) booze!”