Role Overview:

We are seeking an ambitious and results-driven Quality Analyst for CashKaro. The ideal candidate should have 2-4 years of experience in Transaction Monitoring, Feedback Closures, C-SAT performance and Quality Management with experience in driving significant customer experience improvement, boost satisfaction contributes to customer loyalty and retention.

Key Responsibilities:

- Audit/Monitoring and Interactions: Collaborate within the QA team & CRM to define and execute the Quality Audit Approach, Regularly review recorded and live calls, emails, chats, or any customer interaction to ensure adherence to standards.

- Performance Evaluation: Score calls or interactions based on quality metrics and Provide actionable feedback to agents on how to improve their customer handling skills resulting in customer experience enhancement.

- Developing Quality Standards: Establish and maintain quality standards and guidelines for customer interactions and Set performance metrics aligned with customer satisfaction, such as response time, resolution rate, and communication effectiveness.

- Analyzing Customer Feedback: Examine customer feedback from surveys, complaints, and reviews to identify common issues and improvement areas and work with different teams to address recurring problems and implement corrective measures.

- Customer-Centric Initiatives: Collaborate with other teams like customer service, training, and operational teams to implement strategies that improve customer interactions.

- Reporting and Insights: Produce regular reports on quality metrics and share findings with management to guide decision-making and Recommend process changes based on data-driven insights to enhance overall customer experience.

- Stakeholder Communication: Present product progress and performance updates to senior management and other stakeholders regularly.

Must-Have Skills:

1. Experience in Implementing Quality Standards: Person should have hands on experience in Establishing Quality Metrics and Benchmarks.

2. Tracking & Monitoring Quality Metrics: Person should be able to evaluate important quality parameters and take decision on which ones to keep /remove.

3. Training, Feedback and Consistency in Quality Standards: Person should be able to provide constructive feedback and gauge quality standards

4. Technical Knowledge of Quality Tools & Methods: Person coming with QA experience should be proficient in using Quality Management Tools and Methodologies such as Pareto, Fishbone diagrams, control charts etc.

5. Strong Communication Skills and Clarity in Quality Documentation: Ability to create clear, concise quality guidelines and documentation for training and calibration.

6. Self-Investment and Continuous Learning: Commitment to staying updated on quality standards, analytics methods, and industry trends.

- Self-Investment and Continuous Learning- Commitment to staying updated on quality standards, analytics methods, and industry trends.

7. Able To Drive Continuous Improvement: Person should have a deep understanding of the Process/Product along with a vision to drive continuous improvement in the teams/processes.

8. Exposure to AI: Usage and implementation within QA workflows, including leveraging AI tools to enhance audit efficiency, accuracy, and insights.

Good to Have Skills:

- Strong judgement Skills

- User-centric Thinking

- Analytical Thinking

- Customer First Approach

Why Join Us:

Work on real problems: Your insights won't sit in slides - they'll drive experiments, campaigns, and roadmaps.

High visibility: Work directly with functional leaders and founders.

Fast-growth company: Be part of a rocket ship scaling toward - 500 Cr+ in revenue.

Cross-functional exposure: Collaborate with marketing, CRM, product, and operations teams.

Business-first environment: We reward impact - not just activity or output.