IN Senior Associate - Quality Assurance
Gurugram
Who We Are
Apertum Online is a leading B2B technology and operations service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry. Apertum offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.
Responsibilities
- Develop and implement a QA framework specific to customer service interactions, ensuring it aligns with organisational goals .
- Regularly monitor customer service interactions (calls, chats, emails) to assess quality and compliance with standards.
• Define and track key performance indicators (KPIs) for the customer service team, such as customer satisfaction scores, response times, and resolution rates. - Provide constructive feedback to customer service representatives based on evaluations, and conduct regular coaching sessions to improve performance.
- Create and present reports on quality metrics, trends, and areas for improvement to management and stakeholders.
• Collaborate with training teams to develop training materials and programs that enhance the skills of customer service representatives. - Identify and recommend process improvements to enhance customer experience and operational efficiency.
• Gather and analyse customer feedback to identify pain points and areas for enhancement in service delivery.
• Ensure that customer service practices adhere to company policies and regulatory requirements.
• Work closely with other departments (such as operations, product, and marketing) to align customer service quality initiatives with broader business goals. - Leverage QA tools and technologies to streamline monitoring processes and improve reporting accuracy.
• Address and resolve any quality-related disputes or concerns within the customer service team.
Requirements
- Minimum HSC required
- 2+ Years of work experience required
- Strong leadership and team management abilities, with a track record of successfully managing and motivating a team.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Detail-oriented with a high degree of accuracy in work output and a commitment to maintaining confidentiality.
• Ability to adapt to a fast-paced and dynamic environment, managing multiple priorities and meeting deadlines
Benefits
Annual Performance Bonus
Night Shift Allowance
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 26 days (excluding 08 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
Remote 30 min Aptitude Test
Remote screening with our Talent Acquisition Team
Remote interview loop with 2x Ops Team Members (30 mins each)
Document verification
24-72 hour feedback loops throughout the process
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