Senior Officer -Quality Analyst CC

Bengaluru

Job Porpose:

  • Quality Analysts are responsible for listening to calls, monitoring email transactions and accurately measuring qualitative performance of a Champion. The measured performance need to be coached on for higher performance within agreed timelines. They play the role of a classroom facilitator, coach and supervisor.  Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of Myntra values, customer service skills, computer skills, product, policies and procedures.
  • The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.

Job Duties:

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  • Call barging/Call Monitoring
  • Email Transaction Monitoring
  • Giving feedback
  • Prepare MIS/reports
  • Performing training need analysis.
  • Process improvement.
  • Leading and participating in calibration sessions.
  • Improving performance through interventions.
  • Keep in touch with Customers and Processes through taking calls for stipulated amount of time

Coach

  • Provide timely, accurate and effective feedback to Champion  regarding job performance
  • Take escalated calls, approve adjustments and monitor Champions’ for quality
  • Create development plans for champions geared to drive world class results
  • Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.
  • Partner with HR when initiating corrective action on timely basis
  • Analyze, suggest, develop, implement and evaluate training and coaching

Qualification:

  • Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
  • Ability to build rapport with others and create a team environment
  • Strong communication, organizational, motivational and time management skills
  • Ability to work flexible hours if necessary (all shifts)
  • Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines
  • Experience in Customer Service environment with exposure to inbound, outbound and email process.
  • Capable of identifying gaps and executing initiatives.
  • Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.