Call Quality Analyst at vyaparApps · Bengaluru (Bangalore) · 1 - 3 years · ₹1.5L - ₹3.5L / yr · Bootstrapped · Posted 25 Oct 2022
Vyapar is a business accounting software (android and windows) that simplifies the process of
managing a business for millions of Indian MSMEs. The software allows users to create business transactions, share them with their customers, manage their inventory, keep track of their receivable/payable and manage end-to-end taxation.
Who uses Vyapar?
Vyapar is used by almost every type of business in India, be it retailers, distributors, Wholesalers, Manufacturers or Service Professionals. The horizontal approach towards building Vyapar allows every business to fit it into our Use case and manage it efficiently. From a small garage service center to a multi-outlet grocery store, Vyapar is
built for and used by almost the entire breadth of business types in India. As far as numbers go, Vyapar has been installed by almost 1 crore businessmen across the country
What is the role about?
Job Description:
Conduct regular Call audits for the Agents.
Create quality measurements to track improvement in Agents.
Execute quality improvement activities.
Adhere to support quality and standards.
Ensure Services meet customer expectations and demand
Reports creation and documenting agent’s performance.
Work closely with the team to improve calling standards.
Education and Experience
Min- 12th Pass
Proficient in relevant computer applications
Required language proficiency, especially Hindi and English
Good Communication
Key Competencies and Skills
Strong problem-solving abilities in technical and accounting basics.
Patience/ Soft Skills
Diligence
Problem analysis and problem-solving
Team player with the ability to work with minimal supervision
Shubham Vishwakarma
Full Stack Developer - Averlon
About vyaparApps
About
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Job Title: Customer Support Quality analyst
Location: Bangalore, Koramangala (walkin interview)
Job Type: Full-time
Reports To: Quality Lead
Experience: Minimum 2 to 3 years as a Quality
Analyst in a customer service environment
QA engineers don't apply!!
As a Quality Analyst, you will audit customer interactions across voice, chat and ticketing, email channels,
identify what is going wrong and why, and convert those findings into feedback and coaching that
measurably improves agent performance. The role carries end-to-end ownership of the quality cycle —
auditing against defined parameters, marking critical errors accurately, delivering structured feedback,
participating in calibration, identifying training needs and publishing quality reporting. You will work closely
with the Training team and with Operations, so findings translate into action on the floor rather than sitting
in a report.
Bachelor's degree or equivalent.
• Minimum 2 to 3 years of experience as a Quality Analyst in a customer service, customer support or
contact centre environment.
• Hands-on experience auditing interactions across at least one of voice, chat or ticketing, with exposure
to more than one channel preferred.
• Working knowledge of quality management or audit tools, and the ability to pick up a new platform
quickly.
• Sound understanding of quality parameters, critical error frameworks and audit governance.
• Practical experience of feedback mechanisms and coaching models, with a track record of feedback
that changed agent behaviour.Experience of participating in calibration and maintaining scoring consistency.
• Strong analytical skills and working Excel — pivot tables, lookups and comfort handling large audit data
sets.
• Excellent written and verbal communication, with the ability to write observations a third party can act
on without further explanation.
• Objectivity and the confidence to hold a position in a performance conversation, balanced with
empathy towards agents.
• Ability to manage multiple priorities and meet audit and reporting deadlines consistently.
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon