Quality Analyst Job in Regalix Inc

Job Description

• Monitoring cases: evaluating and identifying key error-prone areas that can affect the team's performance and improve client and account management experience. This is inclusive of both voice and non-voice processes.
• Assess agent performance: assess agent behaviour, counsel, and coach them in order to reduce negative customer experience, wastageoftime and resources, and agent attrition. Assess team members' interaction with Reddit's CAMs against a setofqualitystandards that includes subjective components. Identifying team members who would require increased assistance and coaching.
• Monitoring Trends: Staying on topoftrends will help businesses optimize customer relations and outperform competitors.
• Design evaluation programs: Responsible for picking the most effective performance metric for the business to analyze and should be able to identify the most effective way to evaluate the performance.

Responsibilities

• Develop new joiners and experienced into high-performance members through a combinationof1:1 coaching, casework shadowing, focusing on training to increase accuracy
• Publish weekly, monthly, and quarterlyqualityand compliance score reports
• Conducting refresher training on Product and Process for the new joiners and the existing team members to keep them abreastofall the recent changes and updates
• Conducting periodic process knowledge tests to monitor and identify the weak areas of the existing teammates
• Identifyqualitygaps for new joiners and existing team members through remote and live case monitoring by video call barging over screen share
• Identify, lead, and execute product and process innovation to increase advertiser performance and their investments
• Actively participate in case audit calibrations and coach team members on the identified gaps
• Stay abreastofthe new trends, process updates, and tools.
• Conduct case audits and calibrations per week per rep in line with thequalityframework
• Conduct one compliance check/ rep./ week in line with the framework
• Develop visual aid that can be used as a guideline for the production staff

Key Competencies

• Ability to explain complex topics in a varietyofways to successfully impart knowledge to a varietyofaudiences
• Ability to adapt and communicate information to a wide rangeofaudiences and in a varietyofsituations
• Excellent Reddit Ads product knowledge especially while serving the Managed Customer segment as well as a brief understanding of the Sel Serve Customer Experience
• Excellent presentation, interpersonal, communication, problem-solving, analytical, and organizational skills to manage multiple complex tasks, issues, and deadlines.
• Ability to work independently to meet strict deadlines and be able to work collaboratively with others in group settings.
• Proficient in MS Office (Excel, Word, PowerPoint) or alternatives
• Excellent conflict resolution and mitigation skills
• Excellent Feedback delivery skills
• Experience or knowledgeabout the Reddit process.

DesiredSkills:

• Excellent product and process knowledge
• Should be good at coaching, feedback, and listening skills
• Any prior experience in quality/trainingis an added advantage
• Having prior exposure to international markets in or before Regalix
• Having priorQAexperience
• Impeccable attention to detail
• Willing to work on any shift.

Level of discussion :

• Eligibility screening
• Online QA Assessment - AMCAT Based
• Panel Interview round