Ather Energy Hiring for Quality Analyst – Customer Service at Bangalore Full Time

You’ll be our: Quality Analyst – Customer Service

You’ll be based at: IBC Knowledge Park, Bengaluru

You’ll be aligned with: Manager-Customer Service

You’ll be a member of: Quality Manager – Customer Support

What you’ll do at Ather:

• Drive high standards of 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 that 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 to 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.

• Be a liaison between the 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.

Here’s what we are looking for:

• A good experience as a Quality Analyst with an ability to leverage her/his experience to identify training needs for the improvement of the Customer Service Team.

• Great communication skills in English are non-negotiable. Fluency in Hindi and regional languages will be good to have.

• Presence of mind, at all times. Ability to translate audits into inputs for the training team

You bring to Ather:

• Graduation degree in any stream

• Experience of 3-5 years in a Quality Analyst role