Key responsibilities:

1. Call Quality Monitoring:

• Monitor and evaluate Inbound/Outbound calls made by tele-caller agents to potential Delivery Executives (DEs) for onboarding or rejoining.
• Assess agents communication skills, adherence to scripts, SOP compliance, and accuracy in providing information.

1. Quality Feedback and Coaching:

• Provide structured feedback to agents on areas of improvement and commend them on their strengths.
• Conduct regular coaching sessions to improve call quality, sales techniques, and compliance with the onboarding process.

1. Performance Analysis:

• Analyze call data and generate required MIS & quality reports, highlighting trends, improvement areas, and agents performance.
• Conduct and document detailed Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA) for Fatal errors and Escalations.
• Identify training needs based on quality assessments and suggest appropriate & relevant training programs.

1. Compliance Checks:

• Ensure agents adhere to Swiggys SOPs, including documentation verification, payment completion, and DE onboarding processes.
• Verify that agents follow the guidelines for the rejoiner process and effectively address DEs concerns.

1. Process Improvement:

• Recommend process improvements based on quality analysis to enhance the efficiency of the recruitment and onboarding processes.
• Collaborate with the onboarding and reliability teams to ensure at least 70% of new DEs complete their first order within 48 hours of onboarding as per the SLA and changes as applicable.

Role: Call Quality Analyst

Industry Type: Facility Management Services

Department: Quality Assurance

Employment Type: Full Time, Permanent

Role Category: Business Process Quality

Education

UG: Any Graduate

About company

Over the years Writer Corporation has evolved from being a single service operation to a leading multi-business enterprise with over 9000+ employees across geographies with a single goal to consistently meet and exceed our customers expectations through premium quality services. Imagination and innovation have been the hallmark of Writer Corporation, which has helped align our service capabilities with the evolving needs of corporates and individuals across the world. Tracing its origins back to a Mumbai based packing company started in 1953, the organization has established a reputation for superior quality within Relocations, Information Management, Cash Management and Realty.