Ketto Online Ventures Private Limited
Job Title: Quality Analyst
About Company
:
Ketto is South East Asia's most trusted and visited crowdfunding platform. Co-founded by Varun Sheth, Zaheer Adenwala, and Actor Kunal Kapoor, Ketto was launched with a fundamental principle of 'democratization of capital' by providing people with a chance to connect and support different causes from anywhere in the world. The company is constantly working toward bridging the accessibility and affordability gap. Right from Bollywood actor Amitabh Bachchan to Noble prize winner Kailash Satyarthi, many notable personalities have used Ketto to raise funds for different causes. Brands like Godrej & Boyce, RPG, Viacom18, KXIP (IPL Cricket team), Radio City 91.9, Yes Bank, etc have associated with Ketto in support of their mission. Ketto works closely with hospitals, NGOs, and individuals to bring positive change to the community. So far, Ketto campaigns have raised over Rs. 1500 crores for various causes.
Key Responsibilities:
· Monitor and evaluate calls, chats, and emails to assess communication quality, process adherence, and customer satisfaction.
· Provide constructive feedback and actionable insights to agents for performance improvement.
· Ensure all interactions comply with internal SOPs, company policies, and regulatory requirements.
· Identify and report deviations or non-compliance trends.
· Conduct daily, weekly, and monthly quality audits.
· Prepare detailed quality reports highlighting accuracy scores, error trends, and agent performance.
· Share findings with team leaders and managers to drive improvements.
· Participate in calibration sessions to ensure consistency in evaluation standards.
· Collaborate with training and operations teams to design or update training modules based on audit findings.
· Identify recurring issues and perform RCA to find process or behavioral gaps.
· Recommend corrective and preventive actions to enhance service delivery.
· Track and analyze QA metrics to identify improvement areas in communication, compliance, and process flow.
· Contribute ideas for policy or workflow enhancement.
