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Ditto – Customer Service Quality Executive (Job Description)

Job Title: Customer Service Quality Executive

Company: Ditto Insurance (Better Capital-backed startup)

Work Mode: 100% Remote (Work From Home)

Experience Required: 0 to 3 years

Location: India (PAN India applicants accepted)

⭐ Role Overview

The Customer Service Quality Executive is responsible for monitoring customer interactions, ensuring the quality of service delivered by advisors, and maintaining Ditto’s high customer satisfaction standards.

You will analyze calls, provide feedback, and help improve customer communication and support processes.

Key Responsibilities

1. Call Monitoring & Review

Listen to customer-advisor calls.

Evaluate communication quality, accuracy, and professionalism.

Identify areas where advisors can improve.

2. Quality Feedback & Coaching

Provide clear, structured feedback to service advisors.

Highlight mistakes, compliance issues, and customer handling improvements.

Help the advisor improve tone, clarity, empathy, and accuracy.

3. Process Improvement

Track common customer issues and advisor errors.

Suggest improvements in scripts, processes, or training modules.

Help maintain service consistency across the team.

4. Reporting & Documentation

Prepare daily/weekly quality reports.

Maintain call evaluation sheets and quality scorecards.

Share insights with the Quality Manager and team leads.

5. Customer Experience Protection

Ensure Ditto’s customer-first values are always maintained.

Flag high-risk or escalation cases.

Ensure zero misinformation is passed to customers.

Skills Required

Excellent communication skills (English mandatory; Hindi/Telugu is a bonus)

Strong analytical and listening skills

Ability to identify mistakes and improvement areas

Basic understanding of insurance terms (training will be provided)

Patience, attention to detail, and professionalism

Ability to give constructive feedback

Eligibility Criteria

Any graduate (any stream)

0–3 years of experience (Freshers can apply)

Good communication and reasoning skills

Stable internet and quiet environment (WFH )

Hiring Process

1. Application submission

2. Email link → Record Video Resume

3. Communication test

4. Interview rounds

5. Final HR round

Salary & Benefits

CTC: ₹4.54 LPA

Group medical insurance for you & your family

Work from home permanently

Laptop & training provided

Growth opportunities in quality and operations teams

                                 Apply now