Quality Assurance Executive - Mumbai, India - Pilgrim

Pilgrim
Pilgrim
Verified Company
Mumbai, India

3 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Company Profile:

Pilgrim is one of the fastest-growing and most innovative Direct 2 Consumer (e-commerce) beauty brands known to Discover World's Best Beauty Secrets.

Founded by serial entrepreneurs from IIT Bombay and IIM Ahmedabad, it offers a dynamic, fast-paced, and fun culture to be a part of.


Position Overview:


Responsibilities:

Quality Evaluation

  • Assess the accuracy, completeness, professionalism, and adherence to company guidelines in each interaction.
  • Identify areas of improvement and best practices, highlighting both strengths and weaknesses in customer support interactions.
Performance Analysis

  • Compile and analyse data from quality evaluations to identify trends, patterns, and opportunities for improvement in customer support performance.
  • Collaborate with team leaders and managers to address recurring issues and develop action plans for continuous improvement.
Feedback and Coaching

  • Provide clear and constructive feedback to customer support representatives based on evaluation results.
  • Offer guidance and suggestions for improvement, focusing on communication skills, problemsolving, and adherence to company policies.
  • Collaborate with team leads to create individualised coaching plans for representatives to enhance their skills.
Quality Metrics and Reporting

  • Maintain accurate records of quality evaluations, feedback provided, and progress of individual representatives.
  • Generate regular reports summarising evaluation results, trends, and improvement initiatives for management review.
Process Enhancement

  • Contribute to the development and refinement of customer support processes, guidelines, and standard operating procedures to improve overall service quality.
  • Work closely with crossfunctional teams to address systemic issues that impact customer support performance.
Training and Development

  • Assist in the creation and delivery of training materials related to customer service best practices, policies, and communication skills.
  • Participate in training sessions and workshops to stay updated on product knowledge and customer service techniques.

Qualifications:


  • Bachelor's degree in a relevant field or equivalent work experience.
  • Proven experience in a customer support role, with exposure to quality evaluation and feedback processes.
  • Strong analytical skills with the ability to identify trends and insights from data.
  • Excellent communication skills, both written and verbal.
  • Detailoriented with a focus on accuracy and consistency.
  • Proficiency in using customer support software, ticketing systems, and related tools.
  • Ability to provide constructive feedback and coach individuals for improvement.
  • Knowledge of customer service best practices and industry standards.
  • Strong organisational skills and the ability to multitask effectively.
  • Flexibility to adapt to changing priorities and requirements.
  • Certifications in quality management or customer service would be a plus.

Job Types:
Full-time, Permanent


Salary:
₹25, ₹45,000.00 per month


Benefits:


  • Health insurance
  • Provident Fund

Schedule:

  • Day shift
  • Fixed shift
  • Morning shift

Supplemental pay types:

  • Performance bonus
  • Yearly bonus

Ability to commute/relocate:

  • Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Education:


  • Bachelor's (preferred)

Experience:


  • Quality assurance: 2 years (preferred)
  • Customer relationship management: 1 year (preferred)

Language:


  • English (preferred)

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