Quality Analyst

3 weeks ago

Chandigarh, Chandigarh, India PrepLadder Full time

About the Organization:

Headquartered in Chandigarh, PrepLadder is India's largest online learning platform for toughest

medical entrance exams. Incepted in 2015 by school friends – Dr. Deepanshu Goyal, Vitul Goyal and Sahil Goyal, PrepLadder was initially built to help medical students achieve their dream of cracking PG examination. We have been acquired by Unacademy in 2020.

We aim to provide quality education which is easily accessible to everyone.

Our purpose is to ensure that "Every student, everywhere, reaches their highest potential" Categories we cater in: Medical (NEET PG, FMGE, NEET SS) PrepLadder has close to two million sign ups/1858691 to be precise. Our #Phenomenal strength with core values of Ownership, Transparency, Agility, and a People First Culture is what makes us stand apart from the rest. You are encouraged to go through our website and know more about PrepLadder before the interview.

Key responsibility:

Responsibilities:


• Conduct regular quality assessments and audits of customer support interactions, including phone

calls, emails, and chat conversations.


• Evaluate support team members' adherence to established processes, guidelines, and customer

service standards.


• Provide constructive feedback to support agents to enhance their performance and ensure

consistent service quality.


• Collaborate with team leaders and managers to identify areas for improvement in support

processes and workflows.


• Create and maintain detailed reports on quality metrics, highlighting trends and areas for

improvement.


• Assist in the development and implementation of training programs for support team members.


• Participate in calibration sessions to ensure consistency in quality evaluations across the support

team.


• Stay updated on industry best practices and trends in customer support to enhance the overall

quality of service.

Requirements:


• Previous experience as a Quality Analyst or in a similar role within a customer support environment.


• Strong analytical and problem-solving skills with an attention to detail.


• Excellent communication skills, both written and verbal.


• Ability to provide constructive feedback and coach team members for continuous improvement.


• Familiarity with quality assurance methodologies and tools.

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