Our vision
100x retail in 5 years
Imagine needing something when you are at home and getting it before you have tied your shoelaces to step out. Blinkit is revolutionising e-commerce by making the stuff most important to you, available to you in a blink of your eye.
We want our customers to focus on the more important things for themselves and not need to plan for the little things that life needs on an everyday basis. We are here to get your chores out of your way. We do this by using a backbone of technology, data sciences, and rich customer insight, resulting in a dense and fast network of dark stores for lightning fast deliveries under 10 minutes.
We are already one of the largest e-grocery companies in India. Our ambition however, is to be 100x this size in the next five years.
In order to become one of the most important e-retail companies of our generation, we need builders who can think on their feet, take extreme ownership and commit to making outcomes happen. If you are ambitious, smart, and don’t have an ego about it, we’d love to hear from you. Opportunities to create $100 billion businesses in India are rare. We are on the way and looking for the hungry.
About the Role
As a Quality Analyst within our Customer Delight Team, you will play a vital role in ensuring that our customers receive the highest level of service and satisfaction. Your primary responsibility will be to assess the quality of customer interactions, identify areas of improvement, and collaborate with various teams to enhance the overall customer experience. By monitoring customer interactions, providing feedback, and implementing quality improvement initiative
What you will do
Quality Monitoring and Evaluation:
- Monitor and evaluate customer interactions, including calls, emails, chats, and social media interactions, to assess adherence to established quality standards and customer service guidelines.
- Identify areas for improvement and provide constructive feedback to customer delight representatives, highlighting both strengths and areas requiring development.
- Regularly review and evaluate recorded interactions to ensure consistent quality standards are being maintained.
Performance Analysis and Reporting:
- Analyze quality data, performance metrics, and customer feedback to identify trends, patterns, and opportunities for improvement.
- Prepare comprehensive reports, highlighting key findings and recommendations to enhance customer satisfaction and operational efficiency.
- Collaborate with cross-functional teams to address identified gaps and implement corrective actions.
Process Improvement:
- Identify process inefficiencies and propose solutions to streamline workflows and improve the overall customer experience.
- Develop and maintain quality assurance guidelines, standards, and best practices.
- Continuously evaluate and refine quality monitoring processes to ensure alignment with evolving business needs and customer expectations.
Training and Development:
- Collaborate with training teams to identify training needs based on quality evaluation results and customer feedback.
- Participate in the development and delivery of training programs to enhance the skills and knowledge of customer delight representatives.
- Provide ongoing coaching and guidance to team members to improve their performance and ensure adherence to quality standards.
Customer Advocacy:
- Act as a customer advocate within the organization, representing the voice of the customer and driving initiatives to enhance customer satisfaction and loyalty.
- Collaborate with cross-functional teams to implement customer-centric strategies and processes.
- Provide insights and recommendations based on customer feedback to improve products, services, and overall customer experience.
What you need
- Bachelor's degree in a relevant field (e.g., Business Administration, Communications, Customer Service) or equivalent work experience.
- Proven experience as a Quality Analyst or similar role within a customer-centric environment.
- Strong knowledge of customer service principles and best practices.
- Excellent analytical skills with the ability to identify trends, patterns, and areas for improvement.
- Familiarity with quality assurance methodologies, tools, and techniques.
- Exceptional attention to detail and accuracy.
- Excellent communication skills, both written and verbal.
- Proficiency in using customer service software, quality monitoring systems, and productivity tools.
- Ability to work collaboratively with cross-functional teams.
- Strong organizational and time management skills.
- Problem-solving mindset with the ability to make data-driven decisions.
