Job Description: Customer Service Quality Executive (Remote)
Role: Customer Service Quality Executive
Company: Ditto (Part of the Finshots Family)
Location: Remote
Work Type: Full-Time
CTC: 4,54,600 PA
Where Your Passion Meets Purpose: Empowering Millions through Insurance!
About Ditto
At Ditto, our mission is to empower users with a deep understanding of insurance, enabling them to narrow down choices, sidestep common pitfalls, and ultimately make well-informed decisions. From delivering expert insurance advice to facilitating smooth policy purchases and providing dedicated claim support, Ditto ensures a seamless end-to-end insurance experience.
We pioneered the industry-first “No-spam” policy, underscoring our commitment to user-centric solutions. Over the past three years, we’ve successfully assisted over 300,000 users with personalized insurance advice. Ditto is part of the Finshots family, a leading financial newsletter boasting a subscriber base of over 500,000. We are also backed by Zerodha, India’s largest stockbroker.
Roles and Responsibilities for Customer Service Quality Executive
- Monitor calls and provide actionable insights to improve current processes.
- Assist in developing, creating, and implementing quality processes.
- Gather information to help improve advisor performance.
- Provide feedback on the quality of advisors’ recommendations.
- Develop and maintain customer support quality standards.
Customer Service Quality Executive: Experience and Skills
- Experience: 0 – 3 years.
- Strong communication skills.
- Excellent customer service skills.
- Strong sense of ownership and leadership qualities.
- Excellent listening and analytical skills.
- Ability to communicate and collaborate effectively.
Customer Service Quality Executive: Perks
- Remote work.
- Comprehensive health insurance coverage for you and your family.
- Opportunities for personal and professional growth.
Application Process
Should we like your application, we will send you a link via email to record a short video resume. Please check your inbox and complete this mandatory step.
Important Note
- Beware of fraudulent recruitment agents. We do not charge any fees during the application or recruitment process.
- For any queries, contact us at careers@joinditto.in.
Interview Questions and Answers for Customer Service Quality Executive
Behavioral Questions:
- How do you ensure quality in customer service interactions?
Sample Answer: I start by actively listening to customer interactions to identify their needs and pain points. Then, I analyze the conversations for adherence to company policies, tone, and the accuracy of the information provided. Providing constructive feedback to advisors ensures continuous improvement. - Can you describe a time you identified a process improvement?
Sample Answer: In my previous role, I noticed recurring delays in resolving specific customer issues due to a lack of documentation. I suggested creating a centralized knowledge base that improved resolution times by 30%. - How do you handle conflicts or disagreements within a team?
Sample Answer: I approach conflicts by understanding each party’s perspective and focusing on facts rather than emotions. By fostering open communication and suggesting practical solutions, I aim to resolve conflicts amicably.
Scenario-Based Questions:
- If you noticed an advisor consistently providing incorrect recommendations, how would you address it?
Sample Answer: I would review their calls to understand the root cause of the issue. Then, I would schedule a one-on-one session to provide feedback and discuss areas for improvement, supported by additional training if necessary. - What steps would you take if a customer complained about inadequate service?
Sample Answer: First, I would apologize to the customer and gather details about their experience. Then, I would investigate the issue, address their concerns promptly, and ensure similar issues are avoided in the future through feedback and process adjustments.
Technical Questions:
- How do you analyze customer feedback to improve service quality?
Sample Answer: I categorize feedback into themes like response time, advisor knowledge, and communication style. By identifying patterns, I develop targeted action plans, such as additional training or process refinements. - What tools or software have you used to monitor and enhance quality?
Sample Answer: I have experience using tools like CRM platforms and call analytics software to track performance metrics, evaluate interactions, and provide detailed feedback to advisors.
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