Business Analyst

Position: Call Quality Analyst

Key Responsibilities:

1. Conduct call audits: Listen to recorded or live customer service calls to evaluate the quality of interactions, ensuring adherence to company standards.

2. Quality assessment and control: Evaluate call agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.

3. Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.

4. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.

5. Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.

6. Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.

7. Customer feedback: Incorporate customer feedback into quality assessment processes

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.

• Proven experience in quality analysis and call auditing, preferably in a customer service environment.

• Excellent communication skills, both written and verbal.

• Knowledge of relevant industry regulations and compliance standards.

• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).

call QA for Pune

language- gujarati, tamil, telugu,malayalam, Punjabi, kannada (any)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 25k ctc location: Vimaan Nagar

call QA for Banglore/Jaipur

language- Hindi andEnglish (both)

Experience- 6months- 2yrs (BPO Voice also considerable)

Salary- 22k ctc LOCATION: HSR layout

Roles & Responsibilities

• Collaborate closely with clients to understand their requirements, goals, and any gaps.
• Lead the planning, prioritization, design, development, and deployment of projects.
• Possesses in-depth knowledge and expertise in Workday Integrations and Workday Extend Platform.
• Support existing Integrations and Extend apps by resolving issues and enhancing to add new functionalities.
• Act as a subject matter expert for Workday Extend and provide guidance to clients and colleagues.
• Stay updated with the latest industry trends and developments using Integrations and Extend.
• Collaborate with sales and business development teams to identify new opportunities and contribute to proposal development.
• Utilize your business knowledge and expertise to identify opportunities for technical improvements.
• Work with colleagues across various domains to deliver results and take ownership of both individual and team outcomes.
• Recognize and embody our purpose and values, applying them in your projects and client interactions.
• Foster relationships and communicate effectively to positively influence peers and stakeholders.

Qualifications & Experience

• At least 3 years of experience in Workday HCM and 2 years in Core Compensation is required.
• Hands-on experience in Advanced Compensation is a big plus.
• Bachelor’s degree in a related field or equivalent work experience.
• Good knowledge of HCM security.
• Basic understanding of Workday reporting and its relationship with HCM domain.
• Strong professional communication skills, both written and verbal.
• Proven ability to establish relationships with stakeholders and internal teams.
• Excellent attention to detail and follow-through.
• Preferred Time zone: Crossover with Central European Time zone or Eastern Standard Time Zone.

Primary job role

Develops software/ information systems, by creating & designing sets of new functionalities and installing software solutions and play a leadership role thorough understanding of design methodologies and overall software development lifecycle. 

Main duties/responsibilities

• Involve in all stages of the software development process including requirement gathering, design, development, testing, deployment management, issue review and perform maintenance.
• Good analytical and problem-solving skills.
• Learn and maintain up to date knowledge of latest technologies, tools and platforms.
• Responsible for maintaining a high level of expertise in all areas of technology used (or potentially used) by the team.
• Produce high quality and designs by following industry best practices and coding standards.
• Communicate with clients as and when required.
• Responsible for clear communication (both written and verbal) with technical and non-technical contacts (internal and external) and all seniority levels.
• Ability to work both independently and as a part of a team.
• Work with non-technical business teams to understand the functionality, composition, and user requirements.
• Ability to achieve tasks with minimum supervision.
• Participate in estimations.
• Participate in design discussions.
• Provides technical support to customers and employees.
• Provides training and guidance to the new developers.
• Ability to play a leadership role within the team

Experience

• 4-5 years of experience in the relevant field with 1-2 year in SSE role.

Technical Knowledge

• Angular, React/Redux (or Similar Technology)
• Node.js
• RESTfull API integration
• Experience working with Docker and containerized applications
• Experience working with Kubernetes or other container orchestration tools
• Knowledge and understanding of working in AWS environments
• Experience in full stack development (with passion)
• RDBMS and Document Database
• Experience with Agile/Scrum Development Methodology
• Exposure to Continues Integration (CI/ CD)
• Version control systems like Git/ TFS

Qualifications

• Bachelor’s Degree in Computer Science / IT or an equivalent qualification.

Behavioral competencies

• Communication
• Teamwork & collaboration
• Client orientation

Expecting leads to know Angular9, React (Functional, Hooks), Nodejs(NestJS), Test Driven Development (Unit Test)/JEST, Microservice / Container ( Docker )

• Job Title - Software Engineer - Frontend
• Reports Into - Lead Frontend Web Developer
• Location - Hybrid/Bangalore

A Little Bit about Kwalee….

Kwalee is one of the world’s leading multiplatform game developers and publishers, with well over 900 million downloads worldwide for mobile hits such as Draw It, Teacher Simulator, Let’s Be Cops 3D, Airport Security and Makeover Studio 3D. We also have a growing PC and Console team of incredible pedigree that is on the hunt for great new titles to join TENS!, Eternal Hope, Die by the Blade and Scathe.

What’s In It For You?

• Hybrid working - 3 days in the office, 2 days remote/ WFH is the norm
• Flexible working hours - we trust you to choose how and when you work best
• Profit sharing scheme - we win, you win 
• Private medical cover - delivered through BUPA
• Life Assurance - for long term peace of mind
• On site gym - take care of yourself
• Relocation support - available
• Quarterly Team Building days - we’ve done Paintballing, Go Karting & even Robot Wars
• Pitch and make your own games on Creative Wednesdays! 

Are You Up To The Challenge?

As our Software Engineer - Frontend you’ll be designing and producing excellent web interfaces, working closely with the server and analytics teams. 

Your Team Mates

The frontend team consists of both our frontend developers and designers, we work closely with all parts of the business to create tools that vary across the whole company, from the publishing team to create a portal for people to submit games, the marketing team on things like our website, all the way to our internal teams for things like administration and analytics.

What Does The Job Actually Involve?

• You'll be working directly with the server and client teams to create our games server admin interfaces. And closely with the analytics team developing features for our analytics platform.
• A portion of the work involves maintaining/improving our extensive games server admin interface and our in-house Analytics platform.
• You will be working with a lot of different technologies that make up our worldwide cluster where we support millions of daily players.
• On some projects specific gameplay features rely on server side counterparts and complex web UI interfaces making for a good change of pace from Analytics and Data entry interfaces.

Your Hard Skills

• Minimum 2 years browser-based programming experience
• A proven track record of programming high quality and innovative web pages using Javascript, HTML5 & CSS3 and relevant frameworks (ideally ReactJS but could also be others e.g. AngularJS, NodeJS, Handlebars, jquery, gulp)
• An excellent working knowledge of various programming languages, databases and scripting tools including at least one of bash, MySQL, CouchBase, Python, Java, C#, JSP, PHP
• A creative mindset motivated by challenges and constantly striving for the best
• Interest in mobile games

Your Soft Skills

Kwalee has grown fast in recent years but we’re very much a family of colleagues. We welcome people of all ages, races, colours, beliefs, sexual orientations, genders and circumstances, and all we ask is that you collaborate, work hard, ask questions and have fun with your team and colleagues. 

We don’t like egos or arrogance and we love playing games and celebrating success together. If that sounds like you, then please apply.

A Little More About Kwalee

Founded in 2011 by David Darling CBE, a key architect of the UK games industry who previously co-founded and led Codemasters, our team also includes legends such as Andrew Graham (creator of Micro Machines series) and Jason Falcus (programmer of classics including NBA Jam) alongside a growing and diverse team of global gaming experts.

Everyone contributes creatively to Kwalee’s success, with all employees eligible to pitch their own game ideas on Creative Wednesdays, and we’re proud to have built our success on this inclusive principle.

We have an amazing team of experts collaborating daily between our studios in Leamington Spa, Lisbon, Bangalore and Beijing, or on a remote basis from Turkey, Brazil, Cyprus, the Philippines and many more places around the world. We’ve recently acquired our first external studio, TicTales, which is based in France. 

We have a truly global team making games for a global audience, and it’s paying off: - Kwalee has been voted the Best Large Studio and Best Leadership Team at the TIGA Awards (Independent Game Developers’ Association) and our games have been downloaded in every country on earth - including Antarctica!

Job Description

Desired Skills: Oops, Core Java/J2EE, Collections, Exception Handling, Multi-Threading, JDBC.

Key skills: 

• Should have good knowledge on object-oriented design, good adaptive skills.
• Good knowledge in designing and developing applications using Java EE platforms
• Designing and developing high-volume, low-latency applications for mission-critical systems and delivering high-availability and performance

• B.Tech/B.E(Computer Science/Information Technology) and 4+ years of software development experience
• Strong experience in Python
• Strong problem-solving skills, Computer science fundamentals, Data structures, and Algorithms
• Knowledge of Databases such as SQL and Nosql

• You will be having an impact on our 1.7M users every day.
• You will be rolling out experiments and working closely with our product managers and design team to validate and build new features.
• Monitoring apps and fixing bugs for improving performance.
• Refactoring/Rewriting obsolete code to align with the new architecture.
• Design, build and maintain high performance, reusable, and reliable Kotlin code.
• Continuously discover, evaluate, and implement new technologies to maximize development efficiency Experience: 1- 5 yrs in android development

Expertise:

• Kotlin
• Live Data and other Android Jetpack components
• DI (Dagger/Hilt)
• Design patterns MVVM, MVI
• Multithreading (Coroutines)
• Offline Storage
• Remote data interaction via REST and JSON

Hands-on experience:

• Git
• CI/CD
• Third-party analytics like Amplitude, Clevertap, etc..
• Common third-party libraries and APIs like (Glide, retrofit...)
• Firebase products (FireStore/ RealTimeDB/ FCM..)
• Writing custom views
• Text-based UIs like notes, reader, etc..
• Publishing/Updating apps on Google Play and other stores (Huawei/Xiaomi...)

Good to have:

• Basic understanding of clean architecture.
• Simple data structure and algorithm understanding.
• Basic understanding of AWS services and products
• Strong design intuition and user empathy.
• Should be aware of future technologies in the Android ecosystem.
• You should be quick in understanding the hypothesis, and build the experiment and make it available to a user
• We prefer people who are highly experimental and willing to take risks.
• Experience in training or mentoring team members.

Do not apply if you are not:

• Ownership driven
• Curious in general
• Self-motivated
• Use to work in a chaotic environment
• Highly proactive
• Hate drinking and smoking will have a hard time here