IN Quality Analyst
About the job
Summary
The IN Quality Analyst ensures high-quality email and chat support. Responsibilities include reviewing customer interactions, identifying communication gaps, providing agent feedback, developing coaching strategies, generating quality reports, presenting insights to stakeholders, participating in calibration sessions, suggesting process improvements, ensuring compliance, and updating training materials. The ideal candidate possesses 2+ years of QA experience in email/chat support, understands quality assurance frameworks, is proficient in MS Office and quality management tools, and has a strong attention to detail and a collaborative spirit. The role involves monitoring and improving customer experiences, adhering to company standards and legal requirements.
Must have:
- 2+ years QA experience in email/chat support
- Understanding of QA frameworks and methodologies
- Proficiency in MS Office Suite and quality management tools
- Review and evaluate email/chat interactions
- Provide constructive feedback to agents
Perks:
- Annual Performance Bonus
- Referral Hire Bonus
- Health and Life Insurance
- IT Asset provided
- 5 days working
- Paid leaves of 21 days (excluding 12 public holidays)
- Team fun activities
- Quarterly Team Outings
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Who We Are
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.
We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
We are seeking a detail-oriented and experienced Quality Analyst to ensure the highest standards of quality in our email and
chat support processes. The QA will monitor, evaluate, and improve customer interactions across email and chat channels,
ensuring exceptional customer experiences and adherence to company standards
Responsibilities:
◦ Review and evaluate email and chat interactions to ensure compliance with company policies, procedures, and quality standards.
◦ Identify communication gaps, inconsistencies, and areas for improvement in agent responses.
◦ Provide constructive feedback to agents based on quality evaluations.
◦ Collaborate with team leads and trainers to develop and implement coaching strategies.
◦ Generate and analyse quality reports to identify trends and recurring issues.
◦ Present insights and recommendations to stakeholders for process improvements.
◦ Participate in calibration sessions to align on quality standards and criteria.
◦ Suggest process enhancements to improve overall customer satisfaction and operational efficiency.
◦ Ensure agents adhere to legal and organisational compliance requirements.
◦ Assist in updating training materials to reflect quality benchmarks and best practices.
Requirements:
◦ Bachelor’s degree or equivalent experience in a relevant field
◦ 2+ years of experience in a Quality Analyst role for email and chat support.
◦ Strong understanding of email/chat platforms and CRM tools
◦ Familiarity with quality assurance frameworks and methodologies.
◦ Proficiency in MS Office Suite and quality management tools.
◦ Ability to provide actionable insights and foster agent improvement.
◦ Attention to detail and a strong sense of accountability.
◦ Positive attitude and ability to collaborate with cross-functional teams.
◦ Self-motivated with a continuous improvement mindset.
Benefits :
Annual Performance Bonus
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission:
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
Benefits :
Annual Performance Bonus
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission:
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
View Full Job Description
About The Company
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
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