Quality Assurance Analyst - BPO
Published date: 2024/01/10
- Location: New Delhi, Delhi, India
About Zimplistic
We are the pioneers of kitchen robotics and have solved a complicated problem; how to make a robot that makes perfectly round, soft, and well-puffed rotis/chapatis/flatbread. After all, for centuries, rotis have been made by hand, and undoubtedly it must be complicated to make a human-like robot that does all this automatically.
It took our CEO & inventor in chief eight years to develop, and in 2017 we launched the world’s first home food robot called Rotimatic. Today, more than 75,000 families in 20 countries have effortlessly enjoyed more than 132M home-cooked rotis.
Our team is spread across offices in Singapore, India, Philippines, Vietnam, and Malaysia. Our work culture is casual, emphasizing initiative, innovation, and ownership. We are encouraged to try new things and are expected to learn and grow constantly. There is also a strong emphasis on teamwork & mentoring.
About the Role:
The Quality Assurance (QA) Analyst will be responsible for assessing the quality of the performance of our Tech and customer support.
The QA Analyst will have a data driven mindset and will monitor and audit inbound/outbound calls and email responses to assess technical accuracy, customer service performance, and conformity to company policies and procedures.
The QA Analyst will assist in developing, creating and implementing SOPs as well as making recommendations for enhancements to training materials as needed to enhance quality assurance and audits across our various people processes.
Responsibilities:
• Review, assess, and report compliance on process / procedure requirements
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
• Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood
• Works with Customer Experience Manager on change management process, tools enhancements, and workflow amendments
• Act as subject matter expert on internal workflow policies and procedures
• Review and complete evaluations of employee tickets, ensuring consistency in scoring.
• Partner with our QA and Training Senior Specialists to continuously improve and evolve the QA framework and scorecards.
Must-Haves:
• At least 3 years experience in BPO Quality Assurance (QA)
• Excellent verbal and written English communications skills
• Able to adapt quickly to changes in workflow
• Mastery of all customer-communication
• Comfortable communicating with all levels of management
• Excellent organizational skills and detail-oriented approach to problem solving
• Demonstrated proficiency in multi-tasking and prioritization
• Project management experience to include an understanding of business process improvement methods
• Understand departmental policies and procedures
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc
We are the pioneers of kitchen robotics and have solved a complicated problem; how to make a robot that makes perfectly round, soft, and well-puffed rotis/chapatis/flatbread. After all, for centuries, rotis have been made by hand, and undoubtedly it must be complicated to make a human-like robot that does all this automatically.
It took our CEO & inventor in chief eight years to develop, and in 2017 we launched the world’s first home food robot called Rotimatic. Today, more than 75,000 families in 20 countries have effortlessly enjoyed more than 132M home-cooked rotis.
Our team is spread across offices in Singapore, India, Philippines, Vietnam, and Malaysia. Our work culture is casual, emphasizing initiative, innovation, and ownership. We are encouraged to try new things and are expected to learn and grow constantly. There is also a strong emphasis on teamwork & mentoring.
About the Role:
The Quality Assurance (QA) Analyst will be responsible for assessing the quality of the performance of our Tech and customer support.
The QA Analyst will have a data driven mindset and will monitor and audit inbound/outbound calls and email responses to assess technical accuracy, customer service performance, and conformity to company policies and procedures.
The QA Analyst will assist in developing, creating and implementing SOPs as well as making recommendations for enhancements to training materials as needed to enhance quality assurance and audits across our various people processes.
Responsibilities:
• Review, assess, and report compliance on process / procedure requirements
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
• Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood
• Works with Customer Experience Manager on change management process, tools enhancements, and workflow amendments
• Act as subject matter expert on internal workflow policies and procedures
• Review and complete evaluations of employee tickets, ensuring consistency in scoring.
• Partner with our QA and Training Senior Specialists to continuously improve and evolve the QA framework and scorecards.
Must-Haves:
• At least 3 years experience in BPO Quality Assurance (QA)
• Excellent verbal and written English communications skills
• Able to adapt quickly to changes in workflow
• Mastery of all customer-communication
• Comfortable communicating with all levels of management
• Excellent organizational skills and detail-oriented approach to problem solving
• Demonstrated proficiency in multi-tasking and prioritization
• Project management experience to include an understanding of business process improvement methods
• Understand departmental policies and procedures
• Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc
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