Lead Quality Assurance

1 week ago

Bengaluru Noida, India Pine Labs Full time ₹ 15,00,000 - ₹ 25,00,000 per year

We at Pine Labs are looking for those who share our core belief - "Every Day is Game Day. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Purpose:

We are hiring for the role of Lead Quality Assurance - Vernacular. This is an Individual Contributor role reporting into the Service Quality Manager.

In your role, you'll be instrumental in advancing our mission by driving service quality assurance & process excellence

The responsibilities we entrust you with


• A: Transactional quality assessment & feedback/ coaching for the aligned team members.

  • B: Monthly and weekly TNI sessions for the target group on the area of opportunities observed.
    • C: Identifying process level opportunities, analyzing the root cause and submitting the recommendations to control the recurrence.
  • D: Data analysis and knowledge of quality tools.
  • E: Vernacular transactional audits for interactions taken in Tamil, Telegu, Malayalam & Kannada.

What matters in this role

  • Relevant work experience: Minimum 1-3 years of experience in transactional quality assessment and process improvement initiatives.
  • Years of work experience: Overall 5-6 years of experience in customer service.
  • Qualification: Graduate
  • Additional: EVERYDAY IS GAME DAY Knowledge of Speech Analytics will add value to the profile.
  • What we value in our people: Must possess complete ownership to close loop the given assignments within timeline and deliver expected results.
  • You take the Shot: You decide fast and deliver right.
  • You are the CEO of what you do: You show ownership and make things
  • You own tomorrow: You build solutions for the merchants and do the right thing.
  • You sign your work like an artist: You seek to learn and take pride in the work you do.
  • You are the Sherpa: You take people along and act in the interest of Pine Labs
  • You care with tough love: You empower others and help people grow

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