Key Deliverables

1. Develop frameworks to analyze support data and translate insights into actionable strategies that improve customer/seller experience.
2. Define and execute a long-term strategy for quality assurance (QA) and operational excellence within support teams.
3. Design forward-thinking training programs that equip support teams to meet evolving business and customer expectations.
4. Spearhead the adoption of emerging technologies and lead change management initiatives to improve operational efficiency.

Role Responsibilities

1. Lead the implementation of QA frameworks, driving improvements in customer satisfaction (CeS, NPS).
2. Manage the design and delivery of transformative training programs for support teams to enhance their service delivery.
3. Drive operational excellence through continuous process optimization, reduced handling times, and higher automation in support processes.
4. Champion the successful integration of recent technologies, driving innovation and process optimization within training and quality assurance operations.

📌 Senior Manager - Quality, Training, and Process Excellence (Bengaluru)
🏢 Meesho
📍 Bengaluru