Quality Insights Analyst- Volume Tiers

8 hours, 47 minutes ago
Full-time
Mid Level
Data Science and Analytics
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Complete quality evaluations, transaction monitoring, and root cause analysis against agreed targets.
  • Support the day-to-day operations of the Quality program.
  • Analyze, report, and present quality monitoring findings at program, region, and site levels.
  • Design and lead deep-dive projects to identify service improvement opportunities.
  • Conduct quality and ad hoc after-action reviews.
  • Use transaction monitoring insights to develop targeted continuous improvement initiatives.
  • Participate in and lead regional calibration sessions with internal and partner teams.
  • Observe coaching effectiveness and provide feedback to team leads to strengthen coaching practices.
  • Coach customer service agents to Quality program standards.
  • Represent Quality across other CS teams and support related projects.
  • Demonstrate mastery of CS policies, procedures, and workflows and train regional QIA teams on updates.
  • Recommend action plans based on QA dashboard results to drive performance improvement.

Requirements

  • At least 3 years of experience in the Quality domain.
  • SQL knowledge is required.
  • Bachelor’s degree required.
  • Experience using NICE Quality Central software preferred.
  • Customer Service Quality Assurance experience preferred.
  • Working knowledge of contact center end-to-end processes.
  • Successful mid-year and annual reviews with a meets expectations rating or higher for the past two years.
  • Working knowledge of customer service assessment tools such as Net Promoter System.
  • Working knowledge of Google Suite, including Sheets and Slides.
  • Experience working with Operations teams to address escalated issues, performance dips, and rollout of new Quality initiatives.

Benefits

  • Annual base pay range of ₹770,000 to ₹1,100,000 INR.
  • May be eligible for bonus or incentives.
  • May be eligible for one or more equity programs.
  • Benefits included.
  • Employee Travel Credits included.

Interested in this position?

Apply directly on the company website

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