Job Description

About the role We are looking for a Customer Experience - Quality Analyst to perform call, email, chat & social media monitoring and provide trend data to the team. Needless to say, there's never a dull time at slice. Youll be promised all the perks of joining a fast-paced, hyper-growth team that aims to disrupt the payments space. What You will do Participate in design of call, email, live-chat & social media response monitoring formats and quality standards. Under calls we have several subunits- the inbound calling team, the outbound calling team (feedback, product calls etc). Perform calls, emails, live chat, social media response monitoring and provide trend data to the team. Work on and use quality monitoring data management systems to compile and track performance at the team and individual level. Participate in customer listening programs to identify customer needs and expectations and share insights with the team. Provide actionable data to various internal support groups as needed. Coordinate and facilitate calibration sessions for the TL's and team members. Provide feedback to the team leaders and the manager with regards to the process/product that can be improvised to have the good customer experience. Prepare and analyse internal quality reports for the managements review. Perform other duties as assigned. What you will need 6 months - 1 year of experience in a similar role. A Bachelors or Masters degree in the relevant field. Excellent verbal, written and interpersonal communication skills. Ability to work well and collaborate within a team environment. Outstanding customer delight skills and dedication to providing exceptional customer experience Self-driven, comfortable with a fast-paced, always-on, highly ambiguous environment Exceptional listening and analytical skills Solid time management skills Effective interaction skills with people at all levels inside the company. Strong problem solving skills Ability to multitask in a fast paced, team environment Ability to adapt well to change and successfully set and adjust priorities as needed Good MS office skills (Excel, Word and PPT) Note: Bengali or Assamese is a mandatory language Interested candidates may apply using the link below. https://forms.gle/vHGqTgYVdada5v6m7