Value1
Value1 is India's 1st Tech Company Co-Owned by its consumers and workforce
Fintech • Payments • Value Commerce • Digital Gold • Online Deals
51 - 200 employees
Founded 2021
Customer Service Quality Assurance Analyst
February 11
Value1
Value1 is India's 1st Tech Company Co-Owned by its consumers and workforce
Fintech • Payments • Value Commerce • Digital Gold • Online Deals
51 - 200 employees
Founded 2021
📋 Description
• Provides technical support to the Customer Service Call Center quality assurance program, which is designed to ensure an optimal, client-centric approach to District customers. • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center. • Performs mock calls with new hires after training has been completed to determine readiness for moving into support. • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites. • Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service. • Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities. • Provides structured and timely recommendations through verbal and/or written feedback to Call Center Leadership Team, management, and training. • Collaborates with Call Center leadership and training team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. • Assists with the design and successful delivery or workshops and training. • Observes and complies with all District and mandated safety rules, regulations, and protocols. • Performs related duties as assigned.
🎯 Requirements
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