AI Growth powers Jiraaf and altGraaf platforms. altGraaf is revolutionizing the journey for wealth creation and bringing quality alternative high yield fixed income investment opportunities to every investor. Jiraaf is a SEBI registered online bond platform that provides fixed income investment opportunities from government securities to corporate bonds to structured debt investments.

Role and Responsibilities:

The Quality Analyst is responsible for implementation and delivery of an exceptional quality framework that supports consistent delivery.

• Working closely with stakeholders to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.
• Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business.
• Ascertain right coaching needs are identified by the operations team through their evaluations.
• Monitor chats/ Calls & identify opportunities on Quality, CSAT, Sales and FCR metrics, agent performance and customer experience.
• Team feedback - Provide detailed feedback on calls/transactions audited along with appropriate documentation.
• Calibration - Facilitate calibration sessions to ensure consistency in measurement.
• Reports - Identify and report key trends identified via monitoring, make recommendations and communicate findings,
• TNI - Identify training requirements via monitoring, Proactive management of identifying trends, producing root cause analysis, and providing solutions.
• Prepare reports by collecting, analyzing & summarizing information, Create and maintain an accurate quality database.

Personal & Professional Attributes:

• 2-5 years of experience
• Problem solving and investigative skills.
• Good interpersonal skills
• Good oral and written communication
• Strong communicator, both in writing and spoken communication
• Target driven with a problem-solving approach.
• A knack for sales and positioning ideas.
• Proficient in Microsoft Office Tools: Excel, Word, PowerPoint and statistical analysis tools
• Understands quality principles.
• Ability to manage multiple tasks simultaneously.
• Must be a results-oriented change agent, a skilled facilitator adept to influence, negotiation and conflict resolution.
• The ability to come up with innovative ideas about a given topic or situation, or to develop creative ways to solve a problem.
• Flexible and embraces change and can stretch to meet business demands.
• Comfortable working in a Fast-Paced Environment