ABOUT US
NimbusPost is a tech-enabled, multi-channel shipping platform based in Gurugram. We are a logistics automation platform that helps eCommerce merchants automate and simplify their logistics operations. Backed by a team of 500+ industry specialists and the latest technology like Artificial Intelligence, Machine Learning, and automation, NimbusPost offers the most economical shipping rates to 60,000+ global sellers. We provide domestic shipping, global shipping, and warehouse & fulfillment services, with the widest shipping coverage network of 29000+ pin codes within India and 196+ countries across the world.
PRIMARY RESPONSIBILITIES
· Conduct comprehensive quality audits across calls, emails, chats, and support tickets.
· Perform gap analyses to isolate behavioral, communication, and technical deficiencies in agent performance.
· Evaluate agent interactions against established SOPs, governance policies, and compliance guidelines.
· Monitor, track, and ensure strict adherence to defined Service Level Agreements (SLAs) and internal procedural frameworks.
· Deliver structured, constructive, and actionable feedback to agents and Team Leads.
· Guide and mentor agents on practical, root-cause problem-solving methodologies.
· Identify knowledge gaps and execute targeted refresher training modules.
· Participate in calibration sessions to standardize evaluation consistency across support teams.
· Utilize Google Sheets and MS Excel to track metrics, compile insights, and generate trend reports.
REQUIREMENTS
· Graduate in any field with 1–3 years of experience in Quality Analysis or Customer Support operations.
· Prior experience within the E-commerce or Logistics sectors is highly preferred.
· Robust proficiency in MS Excel and Google Sheets for data tracking and metrics computation.
· Strong analytical toolkit with an energetic, resourceful, and ownership mindset.
· Proven capability to balance a customer-centric mindset with business-driven operational goals.
Pay: ₹200,000.00 - ₹300,000.00 per year
Work Location: In person
