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Quality Analyst - Customer Connect

1 to 4 Years
3,00,000 - 4,50,000 Per Year
Posted on 20 Mar 19
Job DescriptionLast Date 05 May 19
  • Job Title Quality Analyst - Customer Connect (Inbound/Email/Outbound)
  • Position Details Reports to – Associate Manager / Manager, Quality
Key Responsibilities :
  • Quality Analysts are responsible to audit calls, monitor email transactions and accurately measure qualitative performance of a Champion. 
  • The measured performance need to be coached on for higher performance within agreed timelines. 
  • They play the role of a classroom facilitator, coach and supervisor.  
  • Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of SWIGGY values, customer service skills, computer skills, product, policies and procedures.
  • The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.
Job Duties Analyst:
  • Transaction Monitoring (Phone / Email/Chat)Giving feedback.
  • Prepare MIS/reports.
  • Performing training need analysis.
  • Process improvement.
  • Leading and participating in calibration sessions.
  • Improving performance through interventions.
  • Keep in touch with Customers and Processes through taking calls for stipulated amount of time Coach
  • Provide timely, accurate and effective feedback to Champion  regarding job performance
  • Take escalated calls, approve adjustments and monitor Champions’ for quality
  • Create development plans for champions geared to drive world class results
  • Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.
  • Partner with HR when initiating corrective action on timely basis.
  • Analyze, suggest, develop, implement and evaluate training and coaching.
  • Metrics for performance measurement .
  • Should achieve monitoring target.
  • Adherence to feedback TAT / target.
  • Audit accuracy.
  • QA quality score.
  • Accuracy and timelines of reports
Qualifications REQUIRED:
  • Group presentation skills.
  • Ability to perform multiple tasks and adjust quickly in short time frames with limited direct supervision.
  • Ability to build rapport with others and create a team environment.
  • Strong communication, organizational, motivational and time management skills.
  • Ability to work flexible hours if necessary (all shifts).
  • Ability to analyze quality scores and operational matrices and create.
  • Plan of Action with measurable changes within timelines.
  • Experience in Customer Service environment with exposure to inbound, outbound, chat and email process.
  • Capable of identifying gaps and executing initiatives.
  • Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.
  • Expected to lead by example Should display the behavior of a role model at all times.
  • Education Graduate (any stream) or Under graduate (minimum 12th grade)
Job Role

Job Type

Interview Type

Written-test, Face to Face Interview

Company Description
About The Company
An initiative that started in 2014 with just a few restaurants on board limited to Koramangala in Bangalore, Swiggy is now India’s leading food ordering and delivery platform.Facebook, Twitter, and LinkedIn.
We recently received our series H round of funding and were able to raise an astounding $1 Billion.
We have grown beyond our wildest imaginations. Starting off with just 2 neighbourhoods in Bangalore, we are now present in over 70 locations PAN India and are only looking to grow further.
More than 50,000 restaurant partners leverage Swiggy to reach new customers and increase their sales . All of this has been made possible only because of our motivated work force nearing 5 000+ employees that run the show from start to finish. swiggy .com or connect with us on
Every order delivered by Swiggy ’s fleet of over 1,20,000 Delivery Executives, the largest in India, ensures a host of customer-centric features, while ensuring we provide unparalleled convenience for our customers.

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