Job Description:

  • Responsible for the transaction audits and governance plans at the Escalation Desk wing of Myntra’s contact centre.
  • Responsible for listening to calls, monitoring email transactions and accurately measuring the qualitative performance of an escalation desk supervisor.
  • Effective feedback need to be shared against the identified opportunities.
  • Responsible for the identification of the process gaps if any.
  • Work along with the stakeholders to improve the interaction quality and customer experience.
  • Leading initiatives towards the process improvement and error reduction.
  • Other activities in this role involve call barging, feedback and coaching, preparing inferance reports, conducting training need analysis, effectively contribute in process improvement plans, leading and participating in calibrations.

Requirements

  • Should be a graduate.
  • Should have strong interpersonal skills & stakholder management skills
  • Should have good analytical skill and should be good at microsoft excel.
  • Excellent written and verbal communication in English & excellent verbal communication in Hindi.
  • Should have at least 1 year of work experience at ‘Escalations Desk’ as a quality analyst.
  • Six sigma green belt certification will be an added advantage.

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