Quality Analyst - Ghatkopar

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A little about toothsi

toothsi is India's first and largest @ home smile solutions platform.

We're a new age consumer dental tech startup.

We're a full stack company that uses our in-house clear aligner technology to provide an Advanced invisible alternative to teeth straightening.

Institutionally funded (>30mn $), we're market leaders in this category having designed more than 30,000 smiles.

A team of 800 folks, present across 11 cities in India, we've recently added skin treatments and solutions to our business portfolio.

We Offer

An ego-free work culture & chance to be a part of growing start up team

Goals that will push you to become the best version of yourself and a fast-paced environment

The opportunity to create and define the clinical beauty category through products you make and work with a team full of go- getters and thought leaders that make it happen.

Responsibilities

-Participates in design of call monitoring formats and quality standards

- Provide actionable data for agent improvement

- Coordinates and facilitates call calibration sessions for internal as well as external

- Monitoring calls & providing them feedback on timely basis

- Prepares and analyses quality reports for management staff review

- Suggests training needs and developments

- Handling quality related escalations & taking action against the same on timely basis

- Contribute for the initial hiring and selecting process

-Meet and improve process SLA's through Quality Timely escalation of Quality issues to team supervisors and ensure timely resolution

- Coach and guide team to think proactively and encourage them to improve on process and productivity

-Conduct calls calibration. Identifying areas to improve the overall process

-Meet and improve process SLA's through Quality Timely escalation of Quality issues to team supervisors and ensure timely resolution

-Reporting out process trends through weekly/ monthly dashboards

Qualifications & Requirements

-Minimum 3-7 years of Experience Excellent oral and written communication skills. Excellent Analytical Skills.

-Good Knowledge of MS Excel (Formulas, Pivots & Charts)

-Good knowledge of the web applications and their functioning (Internet & Search Engines)

Primary Responsibilities:

• Participates in design of call monitoring formats and quality standards

Additional Responsibilities:

Reporting Team

• Reporting Designation:

  Manager - Quality & Training (QT1MQT)

• Reporting Department:

  Quality (QT1)

Educational qualifications preferred

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  Bachelor's Degree

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