Position: Call Quality Analyst
Monitoring Calls:
Listen to recorded or live calls between customer service representatives and customers.
Evaluate the call based on predefined quality metrics and guidelines.
Quality Assessment:
- Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.
- Feedback and Coaching:
- Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.
- Offer coaching and training to help agents enhance their skills and meet quality standards.
- Reporting and Documentation:
- Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.
- Generate regular reports on individual and team performance for management review.
- Root Cause Analysis:
- Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve
- Compliance and Policy Adherence:
- Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.
- Process Improvement:
- Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.
- Training and Development Support:
- Assist in the development and delivery of training materials and programs for call center agents.
- Conduct refresher training sessions on specific skills or areas identified for improvement.
- Quality Assurance Metrics:
- Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.
- Monitor and analyze performance metrics to ensure they align with organizational goals.
- Stakeholder Communication:
- Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.
Qualifications:
- Minimum 2 years of experience as a Call Quality Analyst.
- Previous experience in a call center or customer service role is often preferred.
- Strong analytical skills and attention to detail.
- Excellent communication skills, both written and verbal.
- Proficiency in using call monitoring software and tools.
- Knowledge of industry-specific regulations and compliance standards (if applicable).
Shubham Vishwakarma
Full Stack Developer - Averlon
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About Us*
Ghar Art is a home decor brand dedicated to redefining every corner of the house with thoughtfully designed decor products. Our aesthetic approach resonates with elegance and style, and we are looking for a creative and strategic individual to bring our brand story to life across digital platforms.
We are committed to offering our customers the best shopping experience through exceptional products and excellent service. Founded by Ankur Malhotra - 15 Years+ veteran in E-commerce state with Leadership positions as AVP Paytm (Biggest Payments company in India ) & VP Marketing & Director India for Tokopedia/Goto - Biggest Ecommerce & public company in Indonesia. Pradeep Paul - Over 20 years experience in Home Furniture & Decor Business , a Furniture industry veteran and Serial entrepreneur running his own showroom by Paul's Opus in Kirti Nagar. Surbhi Bansal - Over 15 years of experience at senior leadership position at Paytm & Homecredit with experience in Marketing , Social Media & more. Together the team is on a mission to bring Luxury Artefacts, unique decor pieces to home owners in India. We are starting our journey with lot of ambition & passion to build a strong D2C brand in modern Decor.
Paul Furniture Studio
https://g.co/kgs/7ytk6dh
Online Site for Artifacts
We are looking for young energetic & passionate team members who can embrace startup culture and are motivated to build a great consumer experience & story, willing to go on a high learning curve of running business and put in hard hours to achieve great milestones together.
*Role Overview*
We are seeking a Social Media Manager & Content Writer to oversee content creation and management for our social media platforms, website, and blogs. The ideal candidate is a creative storyteller with a passion for home decor, an eye for aesthetics, and a deep understanding of social media trends.
*Key Responsibilities*
_Content Creation & Management_
• Develop engaging, on-brand content for social media platforms (Instagram, Facebook, Pinterest, LinkedIn, etc.).
• Write compelling and SEO-friendly blog posts, website content, and product descriptions.
• Plan and manage a content calendar aligned with marketing goals and seasonal trends.
• Ensure brand consistency in tone, style, and messaging across all content.
_Social Media Strategy & Execution_
• Create and implement social media strategies to increase engagement and brand awareness.
• Schedule and publish posts, monitor performance, and optimize based on insights.
• Engage with the audience, respond to comments/messages, and foster community building.
• Collaborate with designers, photographers, and influencers to create high-quality visual content.
_Analytics & Performance Tracking_
• Track key performance metrics (reach, engagement, conversions) and provide reports with insights.
• Stay updated on trends, algorithm changes, and best practices to enhance content strategy.
_Collaboration & Brand Growth_
• Work closely with the marketing and product teams to align content with brand objectives.
• Identify opportunities for collaborations, partnerships, and influencer marketing.
• Research and implement content strategies that drive traffic and sales.
*Qualifications & Skills*
• Proven experience in social media management and content writing.
• Strong writing and editing skills with a keen understanding of storytelling.
• Knowledge of SEO, hashtags, and social media analytics.
• Familiarity with content creation tools like Canva, Adobe Suite, or similar.
• Experience with scheduling tools (Meta Business Suite, Later, Buffer, etc.).
• A passion for home decor, design, and aesthetics is a plus.
*Why Join Us?*
• Opportunity to shape the digital presence of a growing home decor brand.
• A dynamic and creative work environment.
• Growth opportunities and exposure to brand marketing strategies.
We are looking for you if you are inspired by the vision of building India's first global premium beauty house which is dynamic and beautifully crafted with consumer centric and world class Clean Beauty products.
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Develop, own, drive and implement the overall e-commerce strategy to ensure revenue growth through increased customer acquisition, conversion and AOV . This will incorporate digital marketing strategy including PPC, SEO, affiliate, email and social media marketing.
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•5+ years of experience in digital marketing
Skills & Competencies required:
• Credible and extensive experience of leading e-commerce and digital marketing in a commercial environment - preferably consumer goods
• A strong understanding of current online marketing strategies and best practices
• Understanding of retail and online business development.
• Strong understanding of Affiliate and Social MediaMarketing
• Ability to travel required
• Experience in building an online-first brand is a plus
• Must have experience in working with tech team in developing brand website for product sales and partnered with social media influencers to review the platform and merchandise
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Experience:
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Full Stack Developer - Averlon