Quality Analyst / Senior Quality Analyst( Gujarati Speaking)

Pune, Maharashtra, India | Full-time

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AgroStar is India’s foremost AgTech start-up with a mission of #HelpingFarmersWin through right advisory and solutions, powered by data and technology. It was started with a  vision to solve two of the biggest problems in Indian agriculture - Lack of guidance for healthy and sustainable farming AND limited access to quality farm inputs for consistent and qualitative farming. 

With technology at its core, we have built an innovative & sustainable ecosystem that includes products such as a customized enterprise sales solutions that maps data of farmers' crop life cycles, India's first online farmer community, online agri-advisory with online shopping for inputs and an incomparable logistics solution for last mile rural connectivity. 

We have procured and partnered with leading national and international brands for major agri-inputs like seeds, crop nutrition, crop protection and farm implements, that are needed for farming and we deliver them at the doorstep of farmers. Thus, our efforts at AgroStar are focused to become the driving force to equip our farmers with the power of knowledge to farm better and smarter, through technology and up to date expert advice.  

The company is funded by prominent VCs like Chiratae Venture Partners, Aavishkaar Ventures, Bertelsmann and Accel Partners.  AgroStar is the winner of Economic Times' Best Startup Award 2016, under the 'Social Enterprise' category. 

In The Media

Fortune | Economic Times | Agribusiness Global | Yourstory | Entreprenuer Forbes

Our Team

We are a team of highly motivated individuals, who are willing to push beyond the ceiling, initiate new ideas and take challenges head on. Apart from coffee, working in an extremely fast-paced, dynamic work culture is what we passionate souls thrive on. We ride against the tide as time is never enough and there’s always more to do.

Know more about our culture : Culture@Agrostar

Our mission of ‘Helping Farmers Win’ is a tall task as we try to bring change and development to the grassroots of India. We need heroes who are dedicated to the mission, live the dream and drive it with passion. If that sounds like you, here’s more about the role:

Brief Overview:

  • Position: Quality Analyst / Sr. Quality Analyst
  • No. of years of relevant experience: Minimum 4 – 6 years of overall experience and 18 – 24 months of quality analyst experience on paper in a domestic inbound customer service voice process (Mandatory)
  • Compulsory 6 days working with rotational weekly offs.
  • Bachelor’s degree in any stream

Job Profile – Roles and Responsibilities:

  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls.
  • Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHT.
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
    • Able to effectively meet quality function SLAs pertaining quality audit targets
    • Deliver feedback on all audited transactions within the specified timelines
    • Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A
    • Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained
    • Visual Management - Team wise daily and MTD scores on Quality, CSAT, NPS to help in identifying gaps in the Process or Technology & make recommendations to streamline the same.
  • Excellent oral, written and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Excellent command on MS Excel/Advance Excel.
    • Share TNI for refresher sessions with the training team to help improve the quality of calls.
    • Drive process improvement initiatives through projects.
    • Strong team player who exhibits patience as well as the ability to help team members
  • Must be reliable in terms of attendance
  • Good at preparing RCA (Root Cause Analysis) and identify trends to provide feedback
  • Ability to adapt to frequent changes as per business requirement