Quality Assurance Analyst

Roles and Responsibilities :

• Conduct phone call assessments for language, product and process for the sales agents.

• Conduct one on one and documented feedback sessions with the sales agents.

• Create action plans for sales agents based on the assessments.

• Conduct training classes on the process to ensure sales agents follow the company requirements while on a call.

• Prior experience in conducting RCA’s for customer escalations.

• Coordinate and conduct meetings with the Quality team

• Conduct training for the Quality team to ensure the team is on the same page.

• Conduct calibrations for the Quality team to ensure minimal variation in Quality scores

Projects handled as part of the Quality Team

Process Work flow and Quality Check Manual

• Charted out the workflow to define each step of the process and created quality checks to ensure accurate documentation of the sales agents.

Call Scripts

• Created call scripts for sales agents based on the best practise methods to ensure the information provided to the customers are accurate and per the company standards.

Quality Form Design

• Created the quality form to capture the assessments of the Quality analysts.

Customer Satisfaction Improvement

• Increased RCA’s on DSAT rated services to narrow down the areas that required improvement from the sales agents.
• Insights shared with the training teams to ensure all agents are aware and updated on the requirements to avoid unhappy customers..

Interdepartmental Calibrations

• Coordinate and schedule product and process calibrations with the Sales and Quality Teams.
• Calibration reports were used to ensure all teams were on equal understanding about the product and the process.

Why is this a great opportunity for the right candidate :

• Experienced founding team

• Great set of peers to work with

• Right to win - The founding team knows the business & its secrets inside out. We are starting with a significant head start and a precise plan of action

• Barriers to entry - This is a specialized play with natural barriers to entry, allowing for significant value creation for all equity holders

• Backed by marquee global investors

• Exposure to all aspects of company building - exposure to investors, fund-raising, decision making, building the team & culture

• All of the above perks of joining a high potential company very early, along with a competitive market salary

Let’s Chat !

We are now building our leadership team and would love to chat with you
This is a great time to join the rocketship and participate in the upside -

• You will have super interesting & challenging problems to solve

• In a super fast-paced environment that will challenge you

• With enough resources to play offense

• And mentorship from the founding team

Life @ Leap