Chat Process Jobs in Mumbai

Quality Analyst – Chat Process

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 20000/- To 25000/- Per Month 
Location Mumbai, Maharashtra, India 400013

Company Description

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 Description

Role Purpose: 

Enhance process and competency of advisors by monitoring chat, email, etc. communication with customers and providing feedback.

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


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

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