Hiring For Quality Analyst - Pune Job in Elasticrun

Position: Quality Evaluator

Qualification: Graduate (Any)

Experience: 4+ years (2 years as a QE in BPO/BPM setup is mandatory)

Pune

ElasticRun is a cloud-based transportation and distribution platform. ElasticRun platform aggregates transportation and distribution services from large number of dispersed entrepreneurs on its network. We are building state-of-the-art technology stacks to bring innovation into the world of transportation. We believe our technology enabled transportation and distribution platform will disrupt the age-old traditional transportation model and create significant value for all stakeholders. We are working with some of the big and prestigious customers in our portfolio with whom we have partnered for fulfilment and distribution services. We are a pan-India company with presence in almost every city.

We offer opportunity for people to build operations for new as well as established regions using our new cutting-edge technology and national network. We have built an experienced, ambitious, and enthusiastic leadership team which will help our employees build an exciting career with us.

Quality Evaluator QE is responsible for assessing the quality of the performance of our Central Sale Executives (CSE) who deal with our existing and potential customer in Business to Business environment in regional languages. The QE will monitor inbound and outbound calls, emails, and ticket responses to assess CSEs demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. QE will assist in developing, creating, and implementing call centre quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customers experience. QE should understand data analysis and should be able to drive calibration activities in house with Operations and support teams in 6 days working. Knowledge of feedback and coaching would help a lot.

• Implement quality guidelines for the business for Outbound and Inbound Sales Center of Excellence (Call Centre)

• Implement call quality calibration exercise

• Sharing TNI with Training team on regular basis

• Running refreshers and giving process updates

• Understand customer expectations and drive operations to align with customer expectations

• Periodic reporting and reviews on performance metrics

• Identifying process improvement and automation opportunities

• Coach, nurture, mentor Central Sales Team

• Ensure periodic reconciliation of information with customers and business partners

What we look for in all candidates

• Candidate should be comfortable to work in a fast paced, ambiguous environment.

• Candidate should be able to find the root cause of the problems and solve them. Candidate should be comfortable in dealing with numbers, Candidate should seek and analyses the relevant data and then solve problems, make recommendations backed by data.

• Candidate should understand that the customer comes first. Be it internal or external. Should be ready to go extra mile whenever required to make sure that customer needs are met.

• Candidate should be continuously looking for improvements possible in the products and processes. S/he should be able to simplify the processes.

• Candidate should not be hesitant to ask questions when required.

• Candidate should be able to think long term solutions and not short-term fixes.

• Ability to multi-task, work under pressure and meet deadlines.