Senior Associate @ Delhivery

Job Description

As a Customer Service Quality Assurance Professional your goal is to maintain a high and consistent level of quality across the support team. It is your responsibility to monitor the quality of your customer support center team, identify areas of improvement and ensure customers always get a great service experience.
Responsibilities: Monitor customer service performance on the agent and team level Analyze & Assess agent performance over time Accompany evaluations with meaningful and constructive feedback Help agents improve their performance with specific instructions and constant support Identify areas for and drive training for support executives Be a subject matter expert on Customer Support SOPs for Delhivery Report support team s performance to the management team Contribute to the team culture in a positive manner and building strategies for continuous improvement
Skills: Experience in the customer service space and understanding of support metrics Analytical and problem-solving abilities to create meaningful strategies to improve support quality Hands-on experience in quality assurance. Great people skills and ability to communicate. Strong computer skills and knowledge of QA databases and applications.
Eligibility Criteria A bachelor's degree in computer science, information systems or a related field. Have 3-5 years of experience as QA in customer service.

Employement Category:

Employement Type: Full time
Industry: Logistics / Courier / Transportation
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Senior Associate

Contact Details:

Company: Delhivery
Location(s): Other Goa

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Keyskills:   customer relations insurance quality sales mis people skills computer skills problem solving service quality customer service computer science customer support quality assurance information systems it qa science training assurance databases