Everseen: A leader in vision AI solutions for the world’s leading retailers.
The Role
As an Sr. QA - Technical Support, you will be responsible for monitoring, evaluating, and improving the quality of technical support interactions to ensure a high level of customer satisfaction and operational excellence. You will work closely with Tech Support Engineers, Subject Matter Experts (SMEs), and Operations teams to conduct quality audits, provide actionable feedback, identify improvement opportunities on on evolving processes, tools, and ensure adherence to support processes, quality standards, and service level expectations. Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives
Main Responsibilities
- Validation of work done by the Tech Support Engineers
- Find and document the non-conformities if any
- Assist in RCA and Corrective action
- Keeping updates on the specifications of document and guidelines of each task.
- Conduct regular quality calibrations,
and knowledge-sharing sessions to align tech support engineers and help in evolving processes, tools, and quality benchmarks.
- Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives.
- Quality is maintained as per norms of instruction guidelines in document.
- Working hand in hand with Team leader on better working setting for the team.
- Guide the team to move towards better productivity and quality.
- Ensuring feedback loop is present and it gives right direction to the employee/s where improvements are needed and what are the best practices that can be applied.
- Coordinate with low performance tech support engineers and quality analysts by tagging them with SMEs to ensure quality improvements in Tech Support process.
- Quality check of data and QC reports on required metrics accuracy.
Skills Required
- Graduation in Engineering background
- 5+ Years
📌 Sr. Quality Assurance (Pune)
🏢 Everseen
📍 Pune