Assistant Manager - Quality Assurance Job in Swiggy Careers

About RARE

RARE is a premium personal assistant service designed to simplify life for busy professionals by saving them time, money, and effort. We offer a comprehensive range of personalized services, including:

• Travel Assistance: From flight bookings and visa support to tailored itineraries and exclusive accommodations.
• Dining Services: Securing reservations at top restaurants, organizing private dining experiences, and curating special occasion menus.
• Gifting Solutions: Thoughtful gifting support, from sourcing unique items to personalized packaging and delivery.
• Mobility Coordination: Arranging chauffeurs, vehicle rentals, and transport solutions.
• Event Planning and Wellness: Assisting with event management, wellness services, and daily errands for seamless lifestyle support.

By handling daily tasks and taking care of the details, RARE empowers customers to focus on what matters most be it work, family, or personal goals. Our commitment to efficiency, reliability, and personalization ensures that customers can live smarter, achieve more, and reclaim their time.

Role Responsibilities

Tracking

• Maintain a list of uncompleted customer requests.
• Track issues, complaints, and unfulfilled requests identified by agents, AI, or through manual sample testing.
• Ensure timely closure of each tracked request.

Escalation

• Handle complaints and escalations with corrective actions and reactive training.
• Recommend proactive system improvements and SOPs to enhance request completion rates and customer experience.
• Provide regular QA feedback to front-end agents and back-end experts.

Training

• Deliver regular training sessions to agents.
• Continuously upgrade training processes using customer feedback to improve service quality.

Supervision

• Review the performance of assigned front-end agents and provide constructive feedback.
• Collaborate with the concierge lead to share performance insights and suggestions for improvement.

Background Requirements

• 5 6 years of experience in Quality Assurance roles within customer service or operational environments.
• Proven experience in conducting training and process audits.
• Familiarity with high-net-worth individuals (HNI) and the quality standards expected for personalized services.

Key Result Areas (KRAs)

• Ensure timely closure of unfulfilled requests.
• Resolve complaints and escalations with corrective actions and training.
• Improve customer satisfaction at the request level.
• Recommend and implement process and SOP improvements.
• Provide continuous feedback and training to agents.

Key Performance Indicators (KPIs)

• Average response and resolution times for assigned agents.
• Customer satisfaction scores for the agents under supervision.
• Frequency of QA feedback sessions with agents.
• Reduction in repeat issues.
• Training effectiveness, measured by improved agent performance.

Equal Opportunity Statement

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability status, or any other characteristic protected by law.