Key Responsibilities:
- Develop and implement quality assurance processes, procedures, and standards for Cloud Support Services/Managed Services.
- Conduct regular assessments of support interactions, ensuring compliance with established standards and guidelines.
- Collaborate with support teams to address and rectify quality issues promptly.
- Analyse customer interactions through various channels (Tickets, Chats, Calls) to identify areas for improvement.
- Evaluate the effectiveness of communication, technical troubleshooting, and issue resolution.
- Provide feedback and coaching to support agents to enhance customer satisfaction.
- Identify opportunities for process improvement.
- Work with cross-functional teams to implement changes aimed at optimizing support workflows.
- Monitor the impact of process enhancements on service quality.
- Provide actionable insights to management for continuous improvement initiatives.
- Provide training/refresher sessions to support teams on quality standards, customer service best practices.
Required Skill Set:
- Excellent written and verbal communication skills with a high degree of accuracy and attention to detail.
- Good Excel & PowerPoint skills.
- Ability to work in a rapidly evolving environment and quickly grasp current concepts by demonstrating and applying knowledge of new tasks timely and accurately.
- A team player that encourages collaboration and quickly gains trust and support of peers. Finds common ground and solves problems for the benefit of all.
- Should have technical bent of mind to use available tools and platforms for various services.
- Ability to deliver under sophisticated work environment to meet the deadlines
- Experience in handling multiple tasks
- Result Oriented & able to deliver within timelines
- Willing to work in 24/7 Environment, 5 Days working, and Rotational Shift (including US, APAC and EMEA Region)
- Basic understanding of cloud technologies (e.g., Microsoft 365, Azure, Etc)