Angara E-Commerce Private Limited is a luxury jewelry e-commerce company founded in the year 2007. It is a subsidiary of the American company, Angara Inc., which is headquartered in Los Angeles, California. Over the last few years, Angara has grown exponentially, establishing itself as a global leader in handcrafted colored gemstone as well as diamond jewelry. Our luxury jewelry is shipped to more than 65 countries worldwide, and has a presence in the United States of America, Bangkok, Australia, Canada, and the United Kingdom. In India, our offices are located in Jaipur and Noida. Angara was ranked the No.1 Online Jeweler in the US in 2020 by the leading American magazine, Newsweek. We were also recognized by Newsweek as 5 Year Champion on being voted among the best online jewelers in its list of “Best Online Shops” for five years in a row. That’s not all. Our ground-breaking innovation, ‘Create with Angara,’ earned us the Business Intelligence Group’s 2024 BIG Innovation Award as well as the #10 spot in Retail on Fast Company’s Most Innovative Companies 2024 list. In addition to this, we secured the prestigious Bizrate Insights Circle of Excellence Award for two consecutive years as well as the Business Intelligence Excellence in Customer Service Award 2023. Better Business Bureau has rated Angara A+ for excellence in service and our Trust Pilot rating stands at 4.5 out of 5.We are seeking a highly motivated Outbound Sales Agent to connect with existing customers and prospective leads in the USA. The role is responsible for building trust, nurturing relationships, driving repeat purchases, and converting prospects into loyal Angara customers through consultative and empathetic sales conversations.Key Responsibilities: Conduct evaluations of all formats (chats, calls, tickets) of customer service communications, providing meaningful and constructive feedback. Assist the team in improving agent performance by offering detailed feedback, specific instructions, and constant support. Generate weekly and monthly reports (for individuals, shift teams, and the entire group) that accurately reflect support performance metrics. Contribute positively to the team culture, fostering collaboration and a supportive environment. Monitor the progress of every customer service team member and provide coaching and training as needed. Collaborate with customer service team leaders to identify areas for improvement and develop action plans. Ensure adherence to quality standards and company policies in customer interactions. Maintain documentation of audit results, feedback, and improvement initiatives. Conduct regular meetings with the customer service team to discuss performance and provide guidance. Work with team members in multiple shifts to accommodate global operations. To analyze both quantitative and qualitative metrics associated with the CS role.Ideal Candidate: Minimum 5 years of previous experience working in a similar role with MNC. Proven experience in quality assurance within a customer service environment. Strong analytical skills with the ability to identify areas for improvement. Excellent communication and interpersonal skills. Ability to provide specific instructions and support to enhance agent performance. Detail-oriented with a focus on accuracy and precision in reporting. Ability to work independently and remotely, managing time effectively. Familiarity with customer service tools and platforms, preferablyFreshworks. Certification in quality management or customer service excellence. Knowledge of AI tools for analysing customer service interactions.
Job Title
Quality Auditor