Everseen: A leader in vision AI solutions for the world’s leading retailers.
The Role
As a Sr. Team Leader Quality - Tech Support, you will be responsible for leading the Quality Assurance function within Technical Support operations, ensuring high standards of service quality, customer satisfaction, and operational excellence. You will work closely with Technical Support Engineers, Quality Analysts, Subject Matter Experts (SMEs), and Operations leaders to conduct quality audits, provide actionable coaching and feedback, identify improvement opportunities, and drive adherence to support processes, quality standards, and service level expectations.
In this role, you will lead quality initiatives, mentor and develop the QA team, conduct calibration sessions, and ensure alignment with evolving processes, tools, technologies, and quality benchmarks.
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Main Responsibilities
• Ensuring day -to day briefing is carried with team over modality of task by covering the type of quality to be maintained. Developing a strategy that the team members can use to better quality.
• Ensuring quality analysts should be thoroughly trained on the specifications of document and guidelines of each annotation task so they are much through with the attributes.
• Conduct regular quality calibrations, team briefings, and knowledge-sharing sessions to align Quality Analysts and Technical Support Engineers on evolving processes, tools, and quality benchmarks.
• Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives.
• Ensuring the productivity is maintained by keeping track of every respective Quality Analyst on hour basis.
• Quality is maintained as per norms of instruction guidelines in document.
• Working hand in hand with manager on better working workplace for the team.
• Setting up goals and objectives for the team and individuals to ensure the task is completed on time.
• Guide the team and motiv
📌 Sr Team Leader Quality Analyst (Pune)
🏢 Everseen
📍 Pune