Job Description
Quality Analysts are responsible for audit calls, monitor email transactions and accurately measure the qualitative performance of a Champion. The measured performance needs 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 SWIGGY 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.
Transaction Monitoring (Phone / Email/Chat)
Giving feedback
Prepare MIS/reports
Performing training needs 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
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.
