Quality Analyst

Bengaluru, Karnataka, India Full-time

 

QUALITY ANALYST AT SIMPL

 

 

 

About the company:

 

Simpl is a technology company that is rebuilding the online transaction and authentication layer from scratch. By taking advantage of a smartphone’s processing power and the data it generates, Simpl provides a transaction experience that is more seamless, effortless and smarter than anything seen before. Watch Simpl in action here: https://cdn.getsimpl.com/about-us/simpl-in-action.zip

 

Simpl is uniquely placed to solve the trust gap that currently exists in India with respect to online payments. Payments fail often, refunds take time and no one wants to follow up with merchants or banks. The result is that 70% of all transactions in India is still settled with cash, so that the payment can be done after delivery – even though most users now have bank accounts and debit cards.

 

Simpl solves this problem by allowing a user to pay for multiple orders later. This means that even once a transaction is done, money hasn’t left the user’s bank account – giving users far more control and an experience that’s unlike any other payment mode.

 

 

About the role:

 

Simpl is purpose-built to give Indian consumers a superior transaction experience. As a part of the initial team you will be the face of our organization to the customers. Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing customers. The QA will monitor outbound calls to assess associate’s demeanour, technical accuracy, 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 making recommendation for enhancements to training materials as needed to enhance the overall Simpl’s customer experience.

 

 

Responsibilities:

 

  • Responsible to do audit calls
  • Responsible to complete the audit target within stipulated time (remote & live calls), as assigned
  • Responsible for maintaining audits, along with managing all type of adhoc audit requests
  • Deliver timely feedback to the agents
  • Validate Quality Control reporting (Daily dashboard, Quality Analysis, accuracy of all the reports)
  • Identify repeated/common errors and frame an action plan to curb the same
  • Participate in trainings periodically to ensure adherence to the Operating Procedures
  • Review & update training materials from time to time
  • Conduct call calibrations with the operations team in presence of the Team Leader

 

Requirements:

  • Quality domain experience required 1-3 years (International call auditing experience is desired)
  • Very Good knowledge of excel & Power Point
  • Excellent English proficiency with very good comprehension and writing
  • Highly analytical and possess affinity to work/collaborate with various other teams
  • Knowledge of Lean methodology & 7 basic quality tools are an advantage
  • Ability to multi-task, set priorities and manage time effectively
  • Be comfortable working during weekends