Job Description

About Us Heads Up For Tails is a one-stop pet products brand with its paw-prints across India. We design, manufacture, and customize stylish, high quality and utility driven pet products to improve the quality of your pet\'s life and make pet ownership delightful. We were founded with the sole aim of making the lives of all pet companions better and on the strong belief that pets are family. By offering products and services that make pets more comfortable, healthier, and happier, we hope to strengthen the bond between pet and parent. With a firm belief in safety, innovation, and empathy, we create and curate a range of relevant pet products and services. We are constantly adding to our inventory of products and services to provide parents with a holistic pet care experience and hope to become rock solid partners in each family\xc3\xa2\xe2\x82\xac\xe2\x84\xa2s pet parenting journey. We have been awarded the \xc3\xa2\xe2\x82\xac\xcb\x9cBrand of the Year\xc3\xa2\xe2\x82\xac\xe2\x84\xa2 Award three times (2017, 2019 and 2021), most recently awarded at Homburg Palace, Vienna. Position Summary As Quality Analyst you are expected for quality assessment programs for our customer experience team and identify and assess future and current training needs through job analysis and consultation with the line managers. The person should be able to administer performance management by diagnosing improvement opportunities, provide effective feedback, coaching, and corrective action plans. Responsibilities

• High performance delivery on all quality parameters.
• Conduct audits and feedback for all the agents with the objective of improving agent\xe2\x80\x99s throughput and maintaining customer\xe2\x80\x99s satisfaction.
• Understand customer needs and requirements to develop effective quality control processes
• Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound \xe2\x80\x93 Calls, e-mails, social, etc.)
• Data analysis and creating designated reports/dashboards.
• Prepare TNA, publish and execute for 100% closure.
• Reduce the learning curve and help enhance product/process knowledge of new team members.
• Ensure that internal policies, procedures, and compliance regulations are being followed.
• Execute internal call listening/calibration sessions.
• Maintain and sustain exceptional KPI performance.

Minimum Qualifications, Skills and Competencies

• Graduate/ Post Graduate degree in any discipline.
• 5+ years of experience as a Quality Analyst.
• Proven experience in the field of Quality Assurance-Customer Service.
• Good listening ability to understand customer issues very clearly and provide resolution.
• Analytical and quantitative Skills
• Data Handling/ Data interpretation.
• Process orientation and structured thinking.
• Ability to function independently as well as in a team, multi task in a high energy environment
• Demonstrated ownership to resolve challenging customer issues, escalating when necessary
• Ability to maintain regular and reliable attendance, including the daily schedule; operational flexibility with the working schedule will be expected to work on weekends, holidays and event

What Heads Up For Tails Can Offer You: Heads Up For Tails is the single largest organized leader in the growing pet care industry in India, a market thats estimated to reach INR 5475 crores by 2025. With an omni-channel network of manufacturing, retail, e-commerce and distribution, Heads Up For Tails can offer you a dynamic and ambitious work environment where you can leverage your experiences and skills to solve exciting, complex problems. We offer you a culture that thrives on ownership and initiative, where people who are excited about taking the path less travelled will thrive and succeed.