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    Associate - Quality Analyst - Mumbai, India - The Souled Store

    The Souled Store
    The Souled Store Mumbai, India

    Found in: Talent IN 2A C2 - 3 days ago

    Default job background
    Retail
    Description

    About Us

    The Souled Store is a homegrown youth casual-wear brand started in 2013. We are one of India's largest online merchandising platforms with licenses like Disney, Warner Bros; WWE, IPL, Viacom18 to name a few. Apart from selling products with themed designs such as superheroes, movies, TV shows, and cartoons, the brand also is at the forefront of the latest youth style and fashion trends. In addition to core men and women wear apparel categories, we have also expanded to new categories and introduced new product lines like activewear, supima products, innerwear, personal care products like perfumes etc. We have also launched footwear and kidswear recently.

    Although we are primarily an online brand, we've expanded in the offline retail space as well and have offline stores in Mumbai, Bangalore, Delhi, Pune and Indore.

    We're now a 'Great Place to Work' certified organization which boasts of our fantastic employee culture and policies.

    The Souled Store was born out of the idea of loving what you do, from the soul. We believe that people do their best work when they love what they do. There are too many Monday mornings and you can't go dreading every single one of them. Over the years, we have built a strong team of like-minded people that work smart, own their work, and think like leaders. If you identify with what we do and are interested in being a part of an aggressively growing brand, we would love to have you on board.

    Key responsibilities:

    • Participation in design of call, email, social media response monitoring formats and quality standards.
    • Active involvement for all type of calls; we have several subunits- the inbound calling team, the outbound calling team [feedback, product, assorted callouts, etc, NDR (Logistics) callouts]
    • Performs call, email, social media response monitoring and provides trend data to the team.
    • Works on and uses quality monitoring data management systems to compile and track performance at the team and individual level.
    • Participates in customer listening programs to identify customer needs and expectations.
    • Provides actionable data to various internal support groups as needed.
    • Coordinates and facilitates call calibration sessions for the TL's and team members.
    • Provides feedback to the team leaders and the assistant manager.
    • Prepares and analyzes internal quality reports for the management review.
    • Perform other duties as assigned.

    Skills & Qualifications:

    • Self-driven, comfortable with a fast-paced, always-on, highly ambiguous environment.
    • Must be able to effectively interact with people at all levels inside and outside the company, if required.
    • Must adapt well to change and successfully set and adjust priorities as needed.
    • Must demonstrate ownership and the ability to work long hours and under pressure.

    Experience & Skills:

    • 2-4 years in a similar role.
    • Outstanding customer delight skills and dedication to providing exceptional customer experience.
    • Should be good at Microsoft Office Skills (Excel, Word and Powerpoint).
    • Solid problem solving & strong time-management skills.
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