Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

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Essential Skills :

2+ years of experience in Quality Assurance or Support Operations, preferably in a startup or tech environment.
●    Strong understanding of support operations, including email and voice processes.
●    Exceptional communication skills – both verbal and written – in English.
●    Demonstrated ability to lead multiple projects in a fast-paced, dynamic environment.
●    Strong analytical and problem-solving skills; ability to use data to drive insights and actions.
●    Detail-oriented, organized, and proactive with a strong ownership mindset.
●    Proficient in business tools (e.g., G-Suite, Google Data Studio, Excel); familiarity with CRM tools is a plus.
●    Experience with support quality framework creation.
●    Familiarity with  policies, processes, and support standards is a plus.
●    Project management experience or certification is an added advantage.

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Responsibilitie

○    Define KPIs and build scorecards to track quality metrics.
○    Provide insightful, data-driven reports and recommendations to senior leadership.
●    Customer Support Expertise:
○    Leverage expertise in email and call support workflows to identify process gaps and improve agent performance.
○    Maintain a high level of understanding of tone, empathy, and brand voice in all support communications.
●    Root Cause Analysis & Problem Solving:
○    Use deep-dive analysis to identify global quality detractors.
○    Lead data-backed initiatives to address key quality issues and elevate support delivery.
●    Framework Development:
○    Develop and implement scalable frameworks to drive support excellence and strategic decision-making.
○    Identify and consolidate global best practices for quality assurance.
●    Cross-functional Collaboration & Stakeholder Management:
○    Support large, cross-region projects with effective project planning, stakeholder coordination, and milestone tracking.
○    Drive successful execution and visibility of global quality programs.
●    Content & Training Excellence:
○    Develop high-quality support content and interactive designs aligned with customer needs and tone of voice.
○    Support partner management initiatives and contribute to training programs.
●    Operational & Portfolio Management:
○    Assist in setting up operational structures for quality teams.
○    Establish portfolio management practices, track business metrics, and lead new business intakes.
●    Project Management:
○    Structure projects with clear plans and milestones.
○    Track deliverables and coordinate with internal and external stakeholders to ensure timely execution.

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Qualification

Looking for Graduates

2-3 years of experience

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Deliver