Akosha is a platform for consumers to chat with brands and businesses directly. We connect consumers directly with experts and businesses for instant resolution of their queries. You can now chat and get instant and personalized help on almost anything like checking train PNR status, booking a taxi, ordering food, finding the best telecom/DTH plan, check-in to a flight or tech support for your mobile/laptop etc.
Quality Analyst
Key responsibilities:
·Ensure timelines are met for quality reports and feedback sessions
·Ensure weekly audit of chat transcripts by the team, analyze the performance and present it to team leads to support coaching activity
·Come up with requirements for training – process or sector specific after gathering feedback from the experts and the team under him/her
·Design and deliver monthly workshops to address gaps identified
·Complete Weekly reports and assist in checking Data Quality
Ideally, you are someone who is obsessed with creating an awesome customer experience and in turn would make sure that our experts adhere to the same standards
Requirements:
·Should have at least 1 year of experience in a quality process, preferably chat process
·Basic Facilitation skills and coaching skills
·Knowledge in program evaluation, and developing and conducting analysis
·Strong customer experience orientation
·Excellent English literacy and communication skills (verbal, written, presentation)
·Planning and time management skills
·Proficiency in MS Office Applications
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