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(1 - 3 Years) "Jumbotail" Hiring: Quality Analyst On July 2018 @ Bangalore



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Company:        Jumbotail

Website:           www.jumbotail.com

Eligibility:        Graduate / Post Graduate

Experience:       1 - 3 yrs

Location:           Bangalore

Job Role:         Quality Analyst

JOB SUMMARY:

Company Profile:

At Jumbotail, we believe that the bedrock of a great enduring company is its core values, and how well its employees internalize them in their everyday life. After deep introspection, we have defined our core values that are meaningful to us, and that will help us endure our long journey towards realising our vision.

Job Description:
1. Be responsible for reviewing the case management to ensure that they are meeting customer needs and requirements.

2. Achieve queue productivity requirements including the number of calls monitored per month, per consultant, and on schedule.

3. Compile and share daily, weekly and monthly monitoring reports.

4. Facilitate and participate in calibration sessions with leadership as required.

5. Facilitate remote monitoring sessions if needed.

6. Provide effective coaching / mentoring to consultants to improve performance.

7. Act as a mentor and provide recommendations to improve consultant performance through changes in process flows, scripting, etc.

8. Demonstrate expertises and comprehension of quality standards.

9. Come up with monthly queue wise TNA by identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring.

Candidate Profile:
Qualification:
Graduate or Post Graduate Degree in any discipline.

Experience: 1 - 3 years of experience as quality analyst in customer service or seller support function.

Skills:
1. Ability to effectively present information and respond to questions from groups of managers,clients, customers, and the general public.

2. Ability to deliver positive and negative feedback effectively

3. Computer skills- Intermediate knowledge of Excel, Word, Microsoft Office & Windows, Android Apps

4. Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment.

5. Ability to empathize with and prioritize customer needs.

6. Ability to work with our customers that are business owners and very particular about their day to day operations.

7. Keep in touch with Customers and Processes through taking calls for stipulated amount of time

8. Demonstrates conflict resolution, negotiation, and de-escalation skills

9. Ability to maintain regular and reliable attendance, including the daily schedule.

 













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