Quality Assurance Analyst

4 days ago

Gurugram, India CashKaro.com Full time

Company Overview


CashKaro is India’s #1 cashback platform, trusted by over 25 million users We drive more sales for Amazon, Flipkart, Myntra, and Ajio than any other paid channel, including Google and Meta. Backed by legendary investor Ratan Tata and a recent $16 million boost from Affle, we’re on a rocket ship journey—already surpassing ₹300 crore in revenue and racing towards ₹500 crore.

EarnKaro, our influencer referral platform, is trusted by over 500,000 influencers and sends more traffic to leading online retailers than any other platform. Whether it’s micro-influencers or top-tier creators, they choose EarnKaro to monetize their networks. BankKaro, our latest venture, is rapidly becoming India’s go-to FinTech aggregator, similar to Paisabazaar.

Join our dynamic team and help shape the future of online shopping, influencer marketing, and financial technology in India


Role Overview


We are seeking an ambitious and results-driven Quality Analyst for CashKaro. The ideal candidate should have 2-4 years of experience in Transaction Monitoring, Feedback Closures, C-SAT performance and Quality Management with proven experience in driving significant customer experience improvement, boost satisfaction contributes to customer loyalty and retention.


Key Responsibilities


  • Audit/Monitoring and Interactions: Collaborate within the QA team & CRM to define and execute the Quality Audit Approach, regularly review recorded and live calls, emails, chats, or any customer interaction to ensure adherence to standards.
  • Performance Evaluation: Score calls or interactions based on quality metrics and provide actionable feedback to agents on how to improve their customer handling skills resulting in customer experience enhancement.
  • Developing Quality Standards: Establish and maintain quality standards and guidelines for customer interactions and Set performance metrics aligned with customer satisfaction, such as response time, resolution rate, and communication effectiveness.
  • Analyzing Customer Feedback: Examine customer feedback from surveys, complaints, and reviews to identify common issues and improvement areas and work with different teams to address recurring problems and implement corrective measures.
  • Customer-Centric Initiatives: Collaborate with other teams like customer service, training, and operational teams to implement strategies that improve customer interactions.
  • Reporting and Insights: Produce regular reports on quality metrics and share findings with management to guide decision-making and Recommend process changes based on data-driven insights to enhance overall customer experience.
  • Stakeholder Communication: Present product progress and performance updates to senior management and other stakeholders regularly.


Must-Have Skills:


1. Experience in Implementing Quality Standards: This means, the person should have 2-3 years hands on experience in Establishing Quality Metrics and Benchmarks.


2. Tracking & Monitoring Quality Metrics: Person should be able to evaluate important quality parameters and take decision on which ones to keep /remove. Each metric should have clear KPIs mapped to it.


3. Training, Feedback and Consistency in Quality Standards- Person should be able to provide constructive feedback and gauge quality standards-


4. Technical Knowledge of Quality Tools & Methods: Person coming with QA experience should be proficient in using Quality Management Tools and Methodologies such as Pareto(80:20 Rule), Fishbone diagrams, control charts etc.


5. Strong Communication Skills and Clarity in Quality Documentation- Ability to create clear, concise quality guidelines and documentation for training and calibration.


6. Self-Investment and Continuous Learning- Commitment to staying updated on quality standards, analytics methods, and industry trends.


7. Able To Drive Continuous Improvement- Person should have a deep understanding of the Process/Product along with a vision to drive continuous improvement in the teams/processes.

Good to Have Skills:


Strong judgement Skills to not just enhance user-centric Thinking but also helps understand the barriers/limitations of a customer service team.


Why Join Us -


• Start-up Environment -Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness.


• Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with a great learning work environment, we offer you a place full of opportunities to customize your career trajectory.


• An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.


• We've got you covered - From medical insurance, and well-defined policies to Flexi WFH options, and scrumptious lunch to some amazing learning and development sessions- we've got your back


• Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more.


Ensuring a Diverse and Inclusive workplace where we learn from each other is core to CK's value. CashKaro.com and EarnKaro.com are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.


CashKaro.com and EarnKaro.com will not pay any third-party agency or company that does not have a signed agreement with CashKaro.com and EarnKaro.com.


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