About DrinkPrime:
DrinkPrime is a subscription-based drinking water solution that began as a response to the unreliable supply of safe drinking water across Urban India. Over time we have evolved into an organization that is driven by a singular mission, to change the way people think about the water they drink. Through our subscription-based model, we provide customers with water purifiers that use integrated technology to help them monitor the quality of the water they consume every day.
At DrinkPrime, we are on a mission to make safe drinking water accessible and affordable to every resident in India. We are backed by Tier 1 VCs like Sequoia Surge, Omidiyar Networs and many prominent angels. They believe in the vision, mission and the team of DrinkPrime. With our tech first approach, we are taking up this audacious mission and believe in solving it. Be a part of history and join us. We can solve this problem together.
Purpose of the role:
We at DrinkPrime are looking for a Quality Analyst who would be responsible for doing call audits, identifying process gaps and generating feedback summary reports. This role involves coordination with multiple stakeholders within our sales & marketing team and offers an opportunity to work on areas that are critical in nature and a great visibility to sales leadership team.
1. Perform call quality audits for the calls handled by the Sales agents.
2. Perform root cause analysis, and provide the feedback to the agents for the parameters, as per the requirement.
3. Call Quality Auditor/Analyst who has previously worked in a Call Quality Auditing team and has recently worked for at least 1 year doing Sales call quality audits or someone with 2 to 3 years experience in Customer Service Calls Auditing.
Job Description, Responsibilities, Goals and Scope:
01) The process is fixed Day Shift
02) Perform call monitoring/auditing for the calls handled by the sales agents and share the feedback of call monitoring observations to the agents
03) Monitor the agent's calls for various parameters like call greeting, professionalism, communication, process knowledge etc
04) Understand and gauge the communication level and professionalism level of the agent on the call while auditing
05) Understand the conversation (English, Hindi or any regional language) on the call and mark the agents with relevant feedback
06) Fill out the call auditing form with relevant scoring for the parameters
07) Perform Root Cause Analysis (RCA) for the call audits.
08) Have good knowledge of fatal and non-fatal errors
09) Participate in Call Calibration sessions
10) Candidate must have good communication is required in both English & Hindi along with one of the regional languages like Kannada.