Call Quality Analyst

What is Vyapar?

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

1. CALL AUDITING
2.MONTHLY REPORT GENERATION
3.EXPERT IN EXCEL
4.WORK LOCTION BHAYANDAR
PEOPLE FROM WESTERN LINE ONLY(VIRAR TO BANDRA)

Desired Skills: ➢ Min. 2 + years of experience of working as a QA or Sr QA for a US, UK or Australian process (Voice Process)
Must be Graduate
➢ Exposure to Sales domain will be preferred.
➢ Excellent Verbal & Written Communications Skills
➢ Custodian of all Qualitative parameters including Quality Scores, Compliance and CSAT ➢ Very Good Presentation, Feedback and Coaching skills ➢ Ability to observe, analyze and identify process improvement opportunities ➢ Must be comfortable working in 24/7 rotational shifts ➢ Ability to work under pressure, Customer Service Attitude with Analytical bent of mind ➢ Highly energetic & enthusiastic. ➢ Should be able to work as Individual Contributor and as a good Team player ➢ Hands-on experience on MS-Office; preferably on MS-Excel, Power Point. ➢ Basic Data Handling and Data interpretation skill
➢ Graduation mandatory
➢ Package: up to 4 - 6 Lac
➢ Location: Gurgaon
➢ Should be from neighbouring/ accessible locations from Gurgaon.
➢ Should be comfortable with 24*7 rotational shifts & self-commuting.
Key Responsibilities: ➢ Audit Call (Voice) interactions on Product, Process, Communication and compliance parameters ➢ Conduct One-O-One and Group Feedback Sessions for the targeted population to improve their performance ➢ Custodian of all Qualitative parameters including Quality Scores, Compliance and CSAT ➢ Data analysis and making quality reports and review decks ➢ Conducting calibration sessions with partner BPO teams and work as master calibrator to ensure consistent scoring approach ➢ Identify Process Improvements and make recommendations ➢ By using knowledge of process, proactively identify areas of concern & highlight to the change Team ➢ Identify Training needs and working in close coordination with Training team to help Advisors come up of the learning curve ➢ Conduct Certification for the New Hires ➢ Conducting Compliance Audits to trace malpractices and share internal compliance feedback with the Management