Job Description

Position – Quality Check Fellow  Job Function: Outbound Calling & Reports   
 
Skills & Responsibilities:

Primarily, as part of the Haqdarshak team, the following skills and responsibilities shall engulf your role: 
 
 Being part of the central quality check team; need to call and interact with the important stakeholders of HESPL i.e. existing citizens who are beneficiaries of our services, new customers and field-level Operations teams (internal employees and Haqdarshaks).  

 Ensure all the quality checks are conducted in an effective and professional manner and in accordance with the established policies and procedures

 Ability to effectively and professionally communicate with persons of all backgrounds

 Maintain a high degree of product knowledge and service expertise.

 Ensure all the given targets are met as per the deadlines with the ability to do multitasking.  

 Ability to manage high volumes, to do calls in multiple language and work effectively under pressure when required

 Maintain all call logs/voice records with daily reports to the Line Manager & concerned teams

 Understanding of privacy issues and regulations and ability to maintain strict client confidentiality

 Close co-ordination with all verticals of the organization as an effective interface for optimal on-ground implementation.

  Understanding the on-ground impact of various projects across Pan-India  

 Staying updated with latest product & service changes of the organization

 Recommend changes to product and services to fulfill the ground needs.

 Work is normally performed in a typical office work environment. However, at times an individual may be required to visit various parts of the projects in the organization.  

 Attend and participate in meetings & conferences – online or offline  
                                                    
Personal Attributes

 The candidate must be energetic; customer oriented attitude; excellent organizational skills; self-motivated and goal oriented.

 Ability to do calls in multiple language (at least two languages). Please specify

 Good communication skills and building rapport over calls over with good verbal & written skills

 Good analytical skills & detail oriented

 Empathetic approach towards helping rural & urban citizens and Haqdarshak

 Serve as the key responsible person & keep peers informed of all activities

 Adhering to organizational protocols and maintaining high level of integrity & neutrality

 Willingness to learn and excel on required skill-set

 Respect for team members & humility must be observed and comply organizational protocol

 Ability to learn and implement best practices 
 
Qualification & Skills

 Minimum educational qualification – Graduate, however BSW/MSW will be preferred

 Candidate should be tech-savvy – conversant with Gmail and google drive, basic knowledge of computers, proficient in writing professional emails, basic excel knowledge and Internet

 Candidate should have their own Laptop or Desk top

 Proficiency in speaking, reading, writing in minimum of two languages is mandatory – Hindi/ Marathi/Bengali/ Punjabi /Kannada. 
 
Required Work Hours A minimum of forty hours per week plus additional hours as may be necessary to complete the required tasks / job duties (weekend hours if required) 
 
Work Experience –  Preference would be given to employees from domestic BPO backgrounds.  Interest in Social enterprise/NGO/development sector is added preference. 
 
Job Location – Pan India (preferably in state capital)