Job Title: Analyst / Sr. Analyst - Quality Audits

Company Overview:

Are you ready to be a part of a agile, innovative, and high-growth startup backed by the esteemed Hero Group, a renowned conglomerate in India? Hero Vired offers an exceptional learning experience, collaborating with industry leaders to create the change-makers of the future.

At Hero Vired, we're driven by the belief that every individual holds immense potential. With the collective experience, knowledge, and expertise of the Hero Group, we're on a mission to revolutionize the learning experience. Our aim is to equip learners with knowledge, skills, and expertise through engaging, industry-aligned programs.

By empowering individuals to turn their aspirations into reality, we're reshaping university education and professional skilling with impactful online certification and degree programs.

The illustrious Hero Group, valued at US$5 billion, encompasses diverse Indian companies spanning automotive manufacturing, financing, renewable energy, electronics manufacturing, and education. Within the Hero Group are prominent names such as Hero MotoCorp, Hero FinCorp, Hero Future Energies, Rockman Industries, Hero Electronix, Hero Mindmine, and the BML Munjal University.

About the Role:

As an Analyst / Sr. Analyst - Quality Audits, you will be responsible for ensuring the quality of customer interactions by conducting thorough call audits and implementing quality improvement plans. You will collaborate closely with various teams to understand call parameters, assess compliance with policies, and contribute to the growth and revenue goals of the organization.

Roles and Responsibilities:

- · Conduct quality audits on pre-recorded and live customer calls, ensuring accuracy and compliance with established guidelines.




- · Cross-check end-to-end details on each case to ensure consistency and completeness of information.
- · Analyze quality processes and procedures to verify alignment with customer requirements and identify areas for improvement.
- · Collaborate with teams to establish daily, weekly, and monthly audit targets, and contribute to short- and long-term development plans.
- · Monitor agents' adherence to proper pitch guidelines to meet minimum quality standards.
- · Perform quality checks on mock calls for new team members to enhance their performance.
- · Provide regular feedback to agents and their reporting managers to foster continuous improvement.
- · Identify gaps in call quality and provide constructive feedback, conducting refresher sessions with agents to enhance their performance.
- · Conduct regular CRM audits to improve the accuracy and hygiene of agent-entered data.
- · Conduct case studies for critical cases as required to minimize losses and improve processes.

Skills Required:

- · Proficiency in MS Office applications (Word, Excel, PowerPoint) and Office 365 tools.
- · Excellent communication and writing skills in both Hindi and English.
- · Strong analytical skills to assess call quality and process effectiveness.

· Join our dynamic organization and contribute to elevating our customer service standards. With a focus on continuous improvement, we aim to provide exceptional service and drive customer satisfaction. Apply now and become a part of our journey to deliver excellence.

Note:

Hero Vired is committed to creating an inclusive and diverse workplace. We welcome applicants from all backgrounds to apply for positions within our organization. We value diversity and believe that it enhances our ability to innovate and serve our customers effectively.

📌 Analyst - Quality Audit (Delhi)
🏢 Hero Vired
📍 Delhi