senior AssociateDelihivery

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 continuousimprovement
Skills:
. Experience in the customer service space and understanding of support metrics
. Analytical and problem-solving abilities to create meaningful strategies to improve supportquality
. 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.