Here you go! You Are applying for the position of
'Customer Service'


Senior QA

Location -Mumbai

About Scootsy

 

Scootsy is a premium, one-stop delivery platform for just about anything a consumer needs. We have a curation of the best of the city's restaurants and bakeries. Scootsy fulfills a variety of categories ranging from gifts, electronics, food stores, beauty, skin-care, accessories, organic produce, and much more.  In an era where time is of essence and importance, Scootsy understands that people are moving towards convenience at their doorstep with an assurance of both a quality product and service and we strive towards providing the same

 

**Please download the Scootsy App (available on both iOS and Android) before coming for the interview**

The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our customer service representatives who deal with potential new patients and existing patients. The QA will monitor inbound and outbound calls to assess representative’s demeanor, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as make recommendations for enhancements of training material as needed to enhance the overall VCA customer’s experience.

Experience – Min 3 years

Education – Any graduate

CTC – Open

Industry Experience – BPO/Call centre/Ecommerce



RELATED TASKS AND RESPONSIBILITIES:

·         Participates in the design of call monitoring formats and quality standards

·         Performs call monitoring and provides trend data to management team

·         Performs daily quality audits of CS (Inbound/Outbound) and other correspondence

·         Provides accurate and timely quality monitoring reports on quality issue, performance measures and or CC agents

·         Monitors audit schedule to ensure compliance to quality audit plan

·         Recommends policy and procedure changes or quality audit plan based on quality monitoring trends

·         Uses quality monitoring data management system to compile and track performance at team and individual levels

·         Coordinates and facilitates call calibration sessions for customer service team

·         Ability to develop, coach and mentor customer service team

·         Assists in the evaluation of quality audit disputes

·         Leads and supports the customer service team to achieve departmental objectives; includes the monitoring, evaluation and scoring of inbound and outbound calls

·         Perform “side-by-sides,” where the QA will sit with a representative and listen in on live calls

·         Positively contribute to staff morale and corporate culture

·         Assists compliance and training specialists with updates to manuals and other job aids and may assist with training as necessary

·         Consults with seniors peers and/or management on non-complex projects to learn through experience

·         Other related duties assigned as needed

 

Leave your details here & we will get back to you soon

Total years of experience

Only .doc, .docx, .rtf & .pdf files are accepted