Quality Analyst

☞ Acko

Aussicht: 104

Update Tag: 09-05-2024

Ort: Delhi Union Territories

Kategorie: Qualitätssicherung / Qualitätskontrolle

Industrie: Technology Information Internet

Position: Mid-Senior level

Jobtyp: Full-time

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Jobinhalt

About Us

 ACKO is India’s first and only fully-digital Insurtech (product) company to have taken insurance by storm. You might have seen our cool ads or are already a customer and we hope you have noticed how we are rewriting the rules of the insurance game constantly and persistently.

Based out of Bangalore, we are solving for the Indian market. But we are a part of a global wave of insurtech startups such as ZhongAn in China , Oscar, Lemonade, Metromile in the US, that are known to succeed owing to their business models and technology.

We are a unicorn backed by a slate of marquee investors like Binny Bansal, Amazon, Ascent capital, Accel, SAIF, Catamaran, General Atlantic and Multiples. In only four years since our inception and operations, our products have reached ~75M unique users. We have partnered with some of the biggest names of the digital ecosystem such as Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, GOMMT group etc.

At ACKO, job roles are focused at impact and we’re here to transform the way the industry operates. Innovation drives us and our products, and we are poised to disrupt insurance, powered by our pioneering products. We have changed the landscape of this age old sector in a growing economy like India and have miles to go from here.

After having crossed the $1B valuation mark, our eyes set on even bigger milestones. If you think we’re just about growth and numbers, employee wellbeing lies at the core of all our programs and policies. We are a regular ‘Great Place to Work’ winner and consistently feature on Linkedin’s list of top startups. Currently 1000 strong, we are hiring across all functions.

Job Description

Here’s what you’ll do:
  • Be a change agent and promote high standards of Quality at all times
  • Audit escalations, emails and voice interactions for the Contact Center.
  • Provide 1-1 feedback to agents and coach them to deliver high standards of Customer experience consistently
  • Calibrate with other Quality Analysts regarding updates and feedback guidelines
  • Liaise with the Operations team to identify factors impacting Quality and work towards improving overall floor performance.
  • Develop and share reports to provide you and the management with conclusive insights on TNA, process/product gaps and agent improvement opportunities
  • Keep excellent customer experience as the end goal and identify areas of improvement in process
  • Collaborate with other teams (tech, product etc.) to streamline and optimize the customer experience journey at Acko
  • Participate and drive standard Quality practices such as calibrations, PKTs, QA huddles

Here’s what we’re looking for:
  • Educational Qualification:
    • Bachelor’s degree required.
  • Professional Experience:
    • Hands-on experience in coaching and training individuals.
Job Description
  • Skill Set
    • Excellent communication skills (English and Hindi - written and verbal)
    • Analytical ability - to identify issues/process gaps and come up with possible solutions
    • Outstanding customer service skills and dedication to provide exceptional customer experience
    • Solid time management and organization skills
    • Must be able to effectively deal with people and escalation scenarios
    • Must be proficient with Microsoft Office (intermediate Word and Excel)
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Frist: 23-06-2024

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