Job Title: Customer Service Quality Executive (Remote)
Company: Ditto
Location: Remote (Work From Home)
Employment Type: Full-Time
CTC: Rs. 4,54,600 per annum
Where Your Passion Meets Purpose: Empowering Millions through Insurance!
About Ditto
Ditto is revolutionizing the way people understand and purchase insurance. Our mission is to empower users with in-depth knowledge about insurance products, helping them make well-informed decisions, avoid common pitfalls, and select policies that best suit their needs. We provide expert insurance advice, assist users in seamless policy purchases, and offer dedicated claim support to ensure a smooth, end-to-end experience.
We take pride in pioneering the industry-first “No-spam” policy, reinforcing our commitment to customer-centric solutions. Over the past three years, we have successfully provided personalized insurance advice to over 300,000 users.
Ditto is a part of Finshots, one of India’s leading financial newsletters with over 500,000 subscribers. We are also backed by Zerodha, India’s largest stock brokerage firm.
Why Join Ditto?
- Be part of a company that values transparency and customer-first service.
- Work remotely with a team of passionate professionals.
- Avail comprehensive health insurance coverage for yourself and your family.
- Opportunity to work in a fast-growing, innovative, and collaborative environment.
What We Do at Ditto
At Ditto, we simplify the complex world of insurance.
- We help users buy insurance by explaining policies in simple, easy-to-understand language.
- We provide curated, personalized recommendations that best match customer needs.
- We ensure a seamless experience in policy purchases and claims support.
Job Overview: Customer Service Quality Executive
As a Customer Service Quality Executive, you will play a critical role in maintaining and improving the quality of our customer interactions. You will be responsible for monitoring customer interactions, ensuring adherence to quality standards, and providing feedback to enhance customer service effectiveness. Your insights and recommendations will help in optimizing customer experience and service excellence.
Roles and Responsibilities for Customer Service Quality Executive
- Call Monitoring & Quality Assessment:
- Listen to and evaluate customer service calls.
- Identify areas of improvement and provide actionable insights.
- Ensure adherence to company communication guidelines.
- Process Improvement:
- Assist in developing, creating, and implementing quality processes.
- Gather insights to improve advisor performance.
- Develop customer support quality standards.
- Training & Feedback:
- Provide constructive feedback to customer service advisors.
- Conduct coaching sessions to enhance service delivery.
- Track progress and ensure continuous improvement.
- Performance Analysis:
- Analyze call data to identify trends and areas of concern.
- Work closely with team leads to enhance customer engagement strategies.
- Ensure that customers receive accurate and unbiased insurance recommendations.
Qualifications & Experience: Customer Service Quality Executive
- 0 – 3 years of experience in customer service, quality analysis, or a similar role.
- Strong communication skills with the ability to articulate ideas effectively.
- Excellent customer service skills with a problem-solving mindset.
- High level of ownership, leadership qualities, and initiative.
- Ability to collaborate with cross-functional teams.
- Strong listening and analytical skills.
Perks & Benefits
- Remote Work: Work from anywhere in India.
- Health Insurance: Comprehensive coverage for you and your family.
- Competitive Salary: Rs. 4,54,600 per annum.
- Growth Opportunities: Work in a fast-paced, dynamic, and innovative environment.
Application Process
If your application is shortlisted, you will receive an email with a link to record a short video resume. Please check your inbox regularly, as this step is mandatory.
Interview Questions & Answers for Customer Service Quality Executive
1. What do you know about Ditto?
Answer: Ditto is a platform that simplifies insurance for users by providing personalized advice, helping them purchase policies, and supporting them in claims. It follows a “No-spam” policy and has assisted over 300,000 users in making informed insurance decisions. It is a part of Finshots and backed by Zerodha.
2. What makes you a good fit for this role?
Answer: I have strong communication and analytical skills, which will help in assessing customer interactions effectively. My experience in customer service has honed my ability to provide constructive feedback, leading to process improvements. Additionally, my problem-solving approach aligns well with Ditto’s customer-centric philosophy.
3. How would you handle a customer service representative who is consistently underperforming?
Answer: I would first analyze their call data to identify specific issues. Then, I would conduct a feedback session, highlighting both strengths and areas for improvement. If needed, I would recommend targeted training or mentoring to help them improve.
4. How do you ensure customer interactions adhere to quality standards?
Answer: I would regularly monitor calls, document key insights, and provide real-time feedback. Additionally, I would work on creating detailed quality assessment guidelines and conduct periodic training sessions.
5. What steps would you take if you notice a pattern of complaints from customers?
Answer: I would analyze the complaints to identify the root cause. Then, I would collaborate with the customer service team to address the underlying issue, whether it’s a knowledge gap, a system inefficiency, or miscommunication.
6. How do you handle constructive criticism?
Answer: I view constructive criticism as an opportunity for growth. I appreciate feedback as it helps me improve my skills and contribute more effectively to my role.
7. What tools or methodologies have you used for quality analysis in customer service?
Answer: I have experience with call monitoring software, performance dashboards, and feedback mechanisms. I also use evaluation scorecards and root cause analysis techniques.
8. How do you keep yourself updated with industry trends?
Answer: I regularly read industry blogs, attend webinars, and follow updates from insurance and customer service sectors.
9. What motivates you to work in customer service quality assurance?
Answer: I am passionate about enhancing customer experiences. By analyzing interactions and improving processes, I can directly contribute to better customer satisfaction and business growth.
10. How would you handle a situation where a customer service representative provides incorrect information to a customer?
Answer: I would immediately rectify the issue by reaching out to the customer with the correct information. I would then provide coaching to the representative to ensure they understand the correct process and prevent future occurrences.
