QA|| Customer Experience || Noida

Job Description

Role: Quality AnalystDepartment: Quality

Location: Noida

About Tata 1mg

Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities- And we're just getting started. Leading the chart as one of the top consumer health platforms through ePharmacy, eDiagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M ePharmacy orders, 2M eDiagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently.

Know more about us: https://www.1mg.com/aboutUs

Brief about the Team

The customer service team is responsible for assisting users with their queries, issues, and concerns. They address the customer's inquiries, provide support with orders and deliveries, assist with product information and recommendations, resolve complaints or issues, and ensure customer satisfaction. The team isreachable through various channels, such as phone, email, or through WhatsApp. The customer service team closely works along with our consumers to provide the best experience and end-to-end services to them.

What will you do:

Quality Analyst:

Quality tools, parameters, dashboard, feedback methods.

Monitor customer calls/Email/Chats as per audit parameter & identify fatal & non-fatal errors.

Utilize call monitoring tools to record, analyse, and evaluate customer calls.

Identify communication patterns and suggest improvement to the customer service team.

Generate reports on customer call quality and make recommendations for improvement.

Develop and implement strategies to improve customer satisfaction.

Collaborate with other departments to resolve customer issues.

Monitor customer feedback and provide feedback on customer service performance.

Analyse customer call trends and suggest solutions.

Systematically document customer feedback and call quality analysis.

Provide customer service training and support to ensure quality customer service.

Propose new actions to improve productivity.

Product Knowledge And Customer Education:

You will play a key role in ensuring the quality of our products and contribute to our goal of delivering exceptional customer experiences. If you have a passion for quality assurance, have excellent analytical skills and love working in a fast-paced environment, you'll be a perfect match for our team.

We offer a competitive salary, additional benefits, and internal growth and progress opportunities. We invite applicants from healthcare backgrounds to apply and work with us.

What we are looking for :

● Any Bachelor's degree

● Excellent organizational skills, with an emphasis on priorities and goal-setting

● Technical skills (MS Office)

● Excellent communication skills

Why Join Us?

Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. As a member of the Speciality Pharma Business team, you directly contribute to the overall satisfaction and well-being of customers. You have the opportunity to make a positive impact on people's lives by providing support and assistance in their healthcare journey. Tata 1mg operates in the digital space, where innovation and technology play a crucial role. Being part of the Speciality Pharma Business team allows you to stay at the forefront of digital healthcare trends and be involved in the development and implementation of innovative solutions to improve customer satisfaction. Joining the Speciality Pharma Business team allows you to contribute to the broader mission of improving healthcare delivery and positively impacting the lives of millions of people.

Disclaimer

Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence, and merit.