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Navi | Process Excellence
1 month ago
Founders: Sachin Bansal & Ankit Agarwal
What would your role at Navi Look Like?At Navi, our high-performance culture is based on open communication, cultivating entrepreneurial mindsets, and being biased towards action and impact. The candidate will be responsible for analyzing the process and quality gaps for the Customer support function. This includes verifying decisions taken by QA’s, discrepancies and ensuring the customer centricity. The candidate will also play a key role in identifying gaps along with Process Improvements.
Key Responsibilities:● Lead a team of quality analysts in assessing the performance of Customer support agents through call monitoring and interaction evaluations.● Leading a quality analysts to prepare detailed Root Cause Analysis reports for Customer Escalations● Preparing and publishing reports and presentations● Develop and implement comprehensive quality programs, including evaluation criteria, performance metrics, and KPIs, to measure and maintain adherence to company standards.● Provide timely and constructive feedback to Customer support agents, supervisors and QAs based on evaluation results, helping them identify strengths and areas for improvement.● Collaborate with CX TL’s and trainers to design and deliver targeted training programs that address identified performance gaps and promote continuous improvement.● Analyze quality data to identify trends, potential risks, and opportunities for process enhancement, and prepare detailed quality performance reports for senior management.
What are some of the good skills for this role?● Proven ability to lead and develop a team, fostering a culture of accountability, collaboration, and professional growth.● Excellent analytical skills to interpret data, identify trends, and recommend actionable solutions for performance improvement.● Effective written and verbal communication skills to provide feedback to agents, collaborate with colleagues, and present performance reports to senior management.● Exceptional attention to detail in evaluating agent performance and identifying subtle nuances that impact quality.● Ability to identify opportunities for process enhancement, efficiency improvements, and best practice implementation within the field collections department.● Entrepreneurial mind-set along with an ability to hustle and solve problems on-ground● A strategic mindset, with a well-honed eye for detail, comfortable with data● Excellent communication and interpersonal skills with a collaborative management style● Product Thinking
