Being Yourself @ Flipkart

Flipkart respects and values differences. We are proud to be an equal opportunity employer and are committed to promoting a diverse workplace culture where every individual is valued for who they are, regardless of race, color, age, faith, gender identity or expression, sexual orientation, nationality, marital status, professional pedigree, physical ability, veteran status, or any other characteristics. We firmly believe that when people with diverse identities and perspectives work together, we create the most value – for our customers, our people, and society. We are committed to fostering a culture of inclusion and belonging, where diverse teams innovate and excel every day.

User Researcher II

Responsibilities

• You will be leading research projects (Foundational, Generative, Evaluative and Quantitative (as per need) independently while working closely with a team of designers, product managers and engineers in a collaborative, dynamic and agile environment.
• You will independently formulate clear, descriptive, thorough and effective research instruments – Proposal, Screener, DG etc.. (for small and mid-sized studies) in consultation with the stakeholders.
• You will use the understanding of product and business metrics / goals to plan, execute research studies, estimate project timeline and finalize research methods suited to the study. This also means thinking strategically, mastering moderation skills and tailoring moderation skills to suit the objectives, methodology and target group (TG)
• You should be able to make connections across different research areas and identify patterns to enable larger product goals
• You are expected to communicate results and opportunities in clear, concise, and compelling ways to all levels of the product team, translate data into insights & research findings into actionable recommendations.
• You will help the product, designers and other stakeholders understand the research process and be able to educate them on methods and samples required to reveal unmet-unarticulated needs, motivations & behaviors of users and shoppers.
• A command of a wide range of research methods along with the ability to articulate and communicate research insights at all stages of product development is essential.
• You’ll be a passionate advocate for your users throughout the

Product development process, voice and prioritize user needs during critical meetings and demonstrate how this leads to business value.

• You will regularly track the impact generated from your research studies
• Experience with qualitative methodologies- Generative and Evaluative studies
• Well versed with research methodologies like usability testing, in-depth interviews,
• contextual enquiries, concept testing, Focus group discussions, ethnography studies,
• iterative prototype testing, surveys, etc. Ability to build user personas, journey maps,etc.
• Should be able to conduct interviews/ studies in a remote set-up.
• Experience working hands-on and managing projects end to end. Ability to create
• research documents individually like proposals, discussion guides, reports and
• presentations.
• Excellent written, verbal communications, storytelling, and documentation skills. Should
• be able to clearly articulate insights with stakeholders.
• Ability to collaborate and work constructively with partner teams.
• Experience with remote testing tools like User zoom, user testing, lookback, etc., and
• other analysis tools like dovetail, etc. (nice to have)

Qualifications

• 3+ years of experience in the technology / E-commerce / B2C industry with at-least 2+ years of conducting User research in the mentioned field and a proven track record of driving tangible outcomes with design and product teams
• Educational qualification that is either an advanced degree in Psychology, User Experience, Human-Computer Interaction, Anthropology, Social sciences or related fields, with significant industry experience.
• Strong understanding of & experience of broad range of research methodologies, their pros / cons and their application during different phases of product development.
• Have an entrepreneurial zeal to be agile, proactive, get things done & figure out ways to evangelize research findings to different set of stakeholders and at different forums
• Track record of collaborating across disciplines (design, product) to influence design directions and influence strategy. Must be able to work independently with minimal supervision

GOOD TO HAVE

• Designing user experiences, knowledge of design principles, ability to prototype on figma or similar tools
• Keen interest in / follow news related to Ecommerce, tech and app innovations
• Experience with quantitative research and UX benchmarking studies.

Assistant Manager – Process Training (Travel Experience)

As the Trainer/Quality Analyst – Assistant Manager for our call centre (Outsource Partner) handling the travel process, you will be responsible for ensuring the delivery of high-quality training programs and maintaining excellence in customer service through effective quality assurance measures. You will play a key role in equipping our agents with the necessary skills and knowledge to deliver exceptional service while also continuously monitoring and improving service quality

Core Responsibilities

• Conduct New Hire Training Batches
• Conduct Refresher Training Batches
• Creation of Process Documents
• Update Process Manuals
• Sending Process updates to the operations floor and vendor partners
• Conducting Fortnightly Online Assessments
• Call Analysis – Detractor, Passive & Promoter
• Taking Calls for Process improvement
• Maintaining Training MIS
• Participating in Weekly Call Calibrations with Partners
• Ensure quality based intervention.
• Ensure that Process quality and training is delivered effectively in the stipulated timelines.
• Evaluate process quality and take corrective actions which should be tangible.
• Evaluate effectiveness of T & D interventions
• Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires.
• Design and develop Quality framework.
• Ensure uniform quality of training being delivered by all training teams in line with process requirement.
• Interact and streamline channels of communications with other Functions.
• Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC Method.
• Manage a team of trainers and quality analysts.
• Responsible for coordinating with multiple functions to establish processes and cost-saving metrics like CPB.
• Candidates should demonstrate proficiency in soft skills training, but not limited to effective communication, conflict resolution, and team building.

Self-Management Responsibilities

• Maintain a decent and clear communication between the team and Partner
• Ensure Positive Outcome with every Interaction.
• Should be Organized and Confident within the Team and with Partner.
• Maintain integrity and hygiene with all customer and internal interactions.

Minimum Qualifications

• Graduate / Diploma (10 + 2 + 3 / 10 + 3)

Professional Certifications

• IATA Preferred though not mandatory.
• Lean Six Sigma Yellow or Green Belt Training / Certification from reputed organization / institute will be an added advantage.
• ADDIE Training model will be an added advantage.

Language Skills

• Ascentify B2 High English skill. Spoken Hindi (neutral accent)

Years Of Experience

• A minimum of 2 to 4 years of experience in an Inbound Customer Service environment. Travel BPO preferred

Trainer

Good at video content training, Good at various tool of content (Final Cut Pro, Adobe Suit, Articulate, Powtoon, Vyond, Adobe After Effect).