Job Description

Here’s what you should know about Convin, before you apply :

Founded by IIT Delhi Alumni, Convin is a conversation intelligence platform that helps organisations improve sales/collections and elevate customer experience while automating the quality & coaching for reps, and backing it up with super deep business insights for leaders.

At Convin, we are leveraging AI/ML to achieve these larger business goals while focusing on bringing efficiency and reducing cost.

Who are our clients :

We are already helping the leaders across Health-tech, Ed-tech, Fintech, E-commerce, and consumer services like Treebo, SOTC, Thomas Cook, Aakash, MediBuddy, PlanetSpark. But as the list is growing at tremendous pace, we are looking for folks who are excited about taking this to the market with us.

Still looking for more information, then check our website www.convin.ai.

Here’s why you should apply:

If you love AI, understand SaaS, love selling and looking to join a ship bound to fly- then Convin is the place for you.

We are a young(pre series A) company, and are hungry to go big. If you are looking to build a team, product with energy, and not too many rules- we are the exact place you are looking for.

Key Responsibilities:

• Client Relationship Management:
• Build and maintain strong professional relationships with clients.
• Assist clients in integrating our platform into their teams (QA, TLs, Managers).
• Visit client offices to understand their pain points and collaborate closely to drive value through our tool.

Team Management:

• Lead and manage a team of QA professionals.
• Oversee onboarding, training, and development for team members across diverse domains (insurance, sales, service, collections).

Quality Assurance Oversight:

• Ensure high-quality standards in all client interactions.
• Maintain consistency and compliance with client-specific requirements.

Business Value Delivery:

• Generate and present insightful reports that provide actionable insights.
• Drive business value for clients through in-depth analysis.

Correlation Analysis:

• Conduct analysis with key metrics like Average Handle Response Time (AHRT) and talk time.
• Identify areas for improvement and drive operational efficiency.

Presentation and Reporting:

• Create and deliver engaging presentations using Google Slides and PowerPoint.
• Communicate insights, recommendations, and strategies effectively to clients and internal stakeholders.

Continuous Improvement:

• Identify and implement opportunities for process improvement within the QA function.
• Enhance team performance and client satisfaction by adopting best practices.

Cross-Functional Collaboration:

• Work with other departments, including sales, operations, and client management.
• Ensure alignment and consistency in delivering quality services.

Qualifications and Skills:

• Experience in a Quality Assurance leadership role, preferably in a call center or customer service environment.
• Strong client relationship management skills.
• Proficient in QA processes and standards across various domains (insurance, sales, service, collections).
• Excellent analytical skills for performing correlation analysis.
• Skilled in creating and delivering presentations using Google Slides and PowerPoint.
• Exceptional communication and interpersonal abilities.
• Proven leadership and team management skills.
• Ability to handle multiple clients and projects in a fast-paced environment.
• Preferred: Bachelor's degree in Business, Management, or related field.