Quality Assurance Analyst (Customer Service) Job in Delhi at Tide

Tide is hiring for the role of Quality Assurance Analyst (Customer Service)!

Responsibilities of the candidate:

• Monitoring consultants’ phone calls and written communication using allocated systems to capture their effectiveness in service delivery
• Conducting effective skills-transfer sessions to improve teams’ understanding and performance of customer-centric metrics
• Conducting effective one-on-one coaching sessions to share feedback on observations from monitored interactions
• Providing feedback to the associates
• Generating QA reports
• Programming analytics
• Achieving the sampling plan target that was given
• Completing all given tasks within the time specified
• Conducting Monthly Performance Reviews with each consultant – review performance, share findings, and set goals. Document the meeting and share it with the Training Manager/QA lead
• Working closely with peers to implement quality strategies and drive the overall project performance
• Following the hierarchy structure for escalation of any issues related to work
• Adhering to the rules of the company and the nondisclosure agreement
• Training/Coaching consultants on Quality parameters and requirements
• Developing trust and professional rapport with employees

Requirements:

• You are having adept command of the English language, both written and verbal  – C1/C2 level
• You are customer-oriented in managing communications and issues
• You have 2-4 years of Member Support experience
• You have spent at least 1 year in a job as a quality analyst/specialist
• You have excellent communication skills, a positive goal-oriented attitude, and be ability to multitask
• You have the ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices
• You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch