QA- SalesOps

Gurugram, Haryana, India Full-time

At Splash Math, our vision is to transform K-12 learning by making it fun and personalized for every child globally and to prepare them for the skills required in 21st-century. With more than 30M+ students onboard, it is the fastest growing elementary math program in the United States. Splash Math has won almost all Ed-tech awards ranging from Stevie Award for best Ed-tech product, Tabby award for best business, Parents Choice Award, Best App Ever Award, and many others. We believe, this is just the beginning.

To help us get to the next stage and to reach 100M+ students worldwide, we are looking for highly motivated individuals with a passion for building high performing teams. A Splash Math quality assurance representative is required to measure and evaluate the performance of the customer service/sales representatives who come in direct contact with the company's user base. The main goal is to ensure objectives are being met so that the company maintains operations at an optimal level. Quality assurance representatives use tools like call monitoring and audio recording software to evaluate representative’s performance metrics and assist upper management with discovering weaknesses and rewarding strengths in customer support & sales operations.

Core Responsibilities

  • Participates in customer and client listening activities to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Do call monitoring and audits.
  • Monitors and audits customer support email responses.
  • Provides trend data to the management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Coordinates and facilitates call calibration sessions.
  • Provides feedback to sales & support executives & team leaders.
  • Prepares and analyses internal quality reports for management review.
  • Perform other duties as assigned.

Qualification & Skills

  • 2-3 years Call Centre Experience.  
  • Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  • Strong time management skills.
  • Must be able to effectively deal with people at all levels within the Company.
  • Ability to multitask and successfully operate in a fast-paced, team environment.
  • Must adapt well to change and successfully set and adjust priorities as needed.

Culture at Splash Math

At Splash Math we dig individuality. We love people who have something to say, and we listen. With us, you will get a chance to weave a little bit of you in our suite of learning products that are being used by millions of users. We have a workplace that is perennially high on energy. You can find people deeply engrossed in conversations that range from the latest movie to the newest tech on the block, and you will also see people who don’t want to have anything to do with that and are quietly typing away on their machines.

For more information about the company, please visit  http://www.splashmath.com