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07/09 Semren Khan
Manager - Human Resources at Mojocare

Views:524 Applications:53 Rec. Actions:Recruiter Actions:0

Mojo Care - Quality Analyst (1-3 yrs)

Bangalore Job Code: 975016

We are Mojocare. We are building a digital-first wellness studio enabling Indians to take control of their health, wellness & happiness and lead more wholesome lives. Taking care of oneself is no longer a hassle - the future of primary healthcare is here, now. We have an ambitious mission and an even more ambitious team. We are growing and constantly expanding our team and offerings. If you are as excited about revolutionizing primary health and wellness as us, join us!

Job Role :

- Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.

- Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.

- Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.

- Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.

- Evaluates and records the quality and performance during each call.

- Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.

- Provides feedback on uniform application of guidelines and procedures.

- Provides critical data used to generate weekly or monthly reports on the performance of phone or email representatives.

- Identifies adverse performance trends and patterns.

- Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.

- Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.

- Participates in meetings and presentations or other designated special projects as assigned by department management.

- Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.

- Develops job aides and other tools to assist representatives in improving overall quality of interactions.

- Other duties as assigned by Management.

Requirements :

- Excellent written and verbal communication skills

- Self motivation, as well as the ability to work in a team environment

- 1+ Years, experience monitoring IB/OB calls and providing feedback

- Proven success in call centre coaching/mentoring

- Ability to proficiently use all MS Office products

- Training development experience is a plus.

- QC Tools Knowledge is Mandatory

- Preferably Six Sigma Certification.

Look forward to:

- Working with a world-class team.

- Fun & work at the same place with an amazing work culture and flexible timings.

- Get ready to transform yourself into a A+ Employee.

Join Mojocare and Make History!

Note : For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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