Chat Process Jobs in Mumbai, INDIA

Chat Process Jobs in Mumbai, INDIA

Job Description

Chat Process Jobs in Mumbai, INDIA, Enhance process and competency of advisors by monitoring chat, email, etc. communication with customers and providing feedback.

Apertum Online is a leading B2B Tech startup providing business and technical services to the global online and mobile gaming industry.

Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals and build and support scalable products and technology which already provide entertainment to millions of users.

Job Details

Hiring Organization Apertum Online Pvt. Ltd.
Post Name Quality Analyst – Chat Process
Qualification Bachelor’s degree from any stream
Industry Private
Employment Type Full Time
Work Hours 8 Hours
Salary INR 20000/- To 25000/-Per Month
Location Mumbai, Maharashtra, India 400013

Key Responsibilities:

  • Audits chat, email, etc. external and internal communication and give feedback on strength and developmental areas to improve Executives’ performance
  • Coach the Executive, on identified gap areas, to increase the performance and meet the defined target as defined by the stakeholders
  • Knowledge improvement through refreshers
  • Recommendation for refreshers through TNI (Training Needs Identification & Analysis)
  • Communicate and ensure implementation of process updates
  • Conduct live barge-ins (chat), to build Executive Competencies
  • Conduct RCA (root cause analysis) and share synopsis as and when required

Key Performance Indicators:

  • Uses quality monitoring data management system to compile and track performance at team and individual levels.
  • Educate customers services executives and Team Leaders on services and processes and new updates
  • Adhere to laid down internal policies, procedures, and processes
  • Work collaboratively with the team
  • Logical reasoning
  • Exceptional Audit / analytical and selling skills
  • Chat, email, etc. communication monitoring and feedback skills
  • Communication skills (Verbal and non-verbal)
  • Work flexibility

Qualifications

Education & Experience:

  • Bachelor’s degree from any stream
  • Min 2 years experience in Quality Auditing (Green Belt Certification will be an added advantage)
  • Assess agents’ Performance
  • Fluent in written and spoken English
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • A fast learner who can work with set targets
  • Good knowledge of MS Excel
  • Must be time flexible and able to work in a shift system including Public holidays and Weekends

Additional Information

  • IT Asset provided
  • 5 Days working
  • Paid leaves of 21 days
  • Annual Bonus
  • Referral Hire Program
  • Team Outings
  • Education allowance (Training courses, Udemy, Coursera, etc.)
  • Night Shift Allowance
  • Overtime Payment

Apply Now

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