Position: Quality Analyst

Location: Mumbai, Maharashtra, India

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About the job

About Blenheim Chalcot

Blenheim Chalcot is the UK’s leading digital venture builder. We invest more than just funds, we invest our knowledge and experience, our ideas and infrastructure. Our ventures are at the forefront of a multitude of industries being disrupted digitally, including FinTech, EdTech, GovTech, Media, Sport, Charity and more. Ventures we have built range from ClearScore to Agilisys and even the Rajasthan Royals IPL cricket team. All our 20+ portfolio companies have been incubated and launched by us and now have total sales of over £0.5bn and more than 3,000 employees. Our assets under management stand at greater than £1.5bn.

Responsibilities:

• Quality Monitoring
• Evaluate customer service interactions through various channels (phone, email, chat) to assess the quality of service provided.
• Use established quality criteria and guidelines to objectively assess customer interactions.
• Feedback and Coaching
• Provide constructive feedback to customer service representatives based on evaluation findings.
• Offer coaching and training to team members to improve their customer service skills.
• Assist in the development and implementation of training programs to address identified areas of improvement.
• Reporting and Documentation
• Maintain accurate records of evaluations, feedback, and coaching sessions.
• Generate regular reports on the performance of customer service representatives.
• Identify trends and areas for improvement and present data-driven recommendations to management.
• Process Improvement
• Collaborate with the customer service management team to identify and implement process improvements that enhance the customer experience.
• Participate in team meetings to discuss quality-related initiatives and improvements.
• Compliance and Standard Adherence
• Ensure that customer service representatives adhere to company policies, procedures, and industry standards.
• Help in the development and implementation of best practices for customer service.

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Must have

• Bachelor’s degree or equivalent work experience.
• Previous experience in a customer service role, with a strong understanding of customer service best practices.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Detail-oriented with a commitment to accuracy.
• Proficiency in using quality monitoring and evaluation tools or software.
• Ability to provide constructive feedback and coaching in a positive and supportive manner.
• Familiarity with customer service metrics and KPIs.
• Strong organizational and time management skills.

Nice to have

• Advanced Excel skills
• Great organizational skills.

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