Roles and Responsibilities :
Conduct phone call assessments for language, product and process for the sales agents.
Conduct one on one and documented feedback sessions with the sales agents.
Create action plans for sales agents based on the assessments.
Conduct training classes on the process to ensure sales agents follow the company requirements while on a call.
Prior experience in conducting RCA’s for customer escalations.
Coordinate and conduct meetings with the Quality team
Conduct training for the Quality team to ensure the team is on the same page.
Conduct calibrations for the Quality team to ensure minimal variation in Quality scores
Projects handled as part of the Quality Team
Process Work flow and Quality Check Manual
- Charted out the workflow to define each step of the process and created quality checks to ensure accurate documentation of the sales agents.
Call Scripts
- Created call scripts for sales agents based on the best practise methods to ensure the information provided to the customers are accurate and per the company standards.
Quality Form Design
- Created the quality form to capture the assessments of the Quality analysts.
Customer Satisfaction Improvement
- Increased RCA’s on DSAT rated services to narrow down the areas that required improvement from the sales agents.
- Insights shared with the training teams to ensure all agents are aware and updated on the requirements to avoid unhappy customers..
Interdepartmental Calibrations
- Coordinate and schedule product and process calibrations with the Sales and Quality Teams.
- Calibration reports were used to ensure all teams were on equal understanding about the product and the process.
Why is this a great opportunity for the right candidate :
Experienced founding team
Great set of peers to work with
Right to win - The founding team knows the business & its secrets inside out. We are starting with a significant head start and a precise plan of action
Barriers to entry - This is a specialized play with natural barriers to entry, allowing for significant value creation for all equity holders
Backed by marquee global investors
Exposure to all aspects of company building - exposure to investors, fund-raising, decision making, building the team & culture
All of the above perks of joining a high potential company very early, along with a competitive market salary
Let’s Chat !
We are now building our leadership team and would love to chat with you
This is a great time to join the rocketship and participate in the upside -
You will have super interesting & challenging problems to solve
In a super fast-paced environment that will challenge you
With enough resources to play offense
And mentorship from the founding team
