Quality Analyst

Share:

Job Description

Directi, through its various Businesses, provides volume based, mass-market, Internet products to millions of Customers worldwide. Directi has been consistently ranked amongst the fastest growing technology companies in the continent.

Location(s): Mumbai and Bangalore

Responsibilities

Ensure that all activities and processes conform to the highest standards of customer relationship
management
Monitor team performance, productivity and service levels on an ongoing basis
Evolve processes for inspecting and sampling the customer interaction process at every stage from
contact to resolution and follow-up
Review team and business performance statistics, determine and document areas that may need improvement
Review existing policies and improvise plans to improve upon existing quality standards
Establish formal service level agreements for commitments to internal and external stakeholders, and iteratively improve upon delivery standards
Spearhead testing initiatives for our products and services to ensure highest quality standards
Track and review performance of the team on a consistent basis, conduct feedback sessions with team members
Plan and conduct training sessions to improve team effectiveness

Requirement Specification

General Requirements

Age: 32 or lesser
Experience: 2-4years in a quality assurance capacity in customer service roles, such as BPOs or service
organisations
Education: Graduate from any stream. Any Engineering, or BSc (IT or Computers) preferred

Detailed Requirements

Outstanding written and verbal communication skills
Excellent interpersonal, organizational, leadership and mentoring ability
Good negotiation skills with customer-oriented attitude
Flair for analysis and report writing
Rigorous attention to detail
Excellent analytical abilities to grasp the key points from complicated details
Well-versed with the tools, concepts and methodologies of quality management
Demonstrable expertise in defining SLAs and building processes to ensure adherence
Fundamental knowledge of internet technology and functionally applicable software to infer statistical data

Preferred Tech knowledge

Networking and DNS basics
Basic knowledge of Linux/Windows Operating Systems.
Basic knowledge of Hardware
Basic knowledge of softwares
Basic knowledge of Web and Email servers.
Configuration and troubleshooting mail clients using IMAP/POP/SMTP.
Troubleshooting server side scripts

Technologies involved (prior knowledge of these would be a plus)

Domain names and domain name registration
Web Hosting
Email Solutions
Digital Certificates
Website Builder Tools
Live Chat Services
Social networking and collaboration tools

Benefits & Perks

Directians love their jobs, and not just because we offer the most competitive salaries in the industry. Our excellent benefits include everything from great medical and life insurance to catered meals. Our workspaces are comfortable and fun, complete with bean bag chairs, ping pong tables, and all the snacks you can eat. We have no dress code (tee-shirts are a-ok!). We have flexible work hours and flexible holidays, which means that teams pick their own work hours. Directi has its own concierge desk that doubles up as a travel agency?

We are passionate about building the next generation of web products, and we believe that happy directians are the key to achieving this goal. If you like the idea of working in an exciting workspace on cutting-edge internet products that make a truly global impact (and wearing flip-flops to work), then we want to get to know you!