Smartdrive Systems India Hiring | Quality Analyst | BTech/ BE in Mechanical or Electronics or Computer |

Position – QUALITY ANALYST (CUSTOMER / TECH SUPPORT)
Exp. – 3 to 8 Years
Location – Hyderabad

Job Description

• Business unit/function: Technical Support
• Shift timings : Individual should be flexible to work in rotational shifts, primarily in the US business hours.
• Review the call recordings/email transactions and audit them as per SmartDrive quality guidelines.
• Analyze the feedback from customers and escalations, to identify and come up with process improvements
• Provide structured and timely recommendations; verbal and/or written feedback to SmartDrive Operations leadership in the U.S and India, analysts
• Perform mock calls with new hires post-training to determine readiness for moving into support.
• Develop and conduct targeted group coaching sessions for Support Engineers that address Service Quality deficiencies and/or improvement opportunities.
• Based on the audits and reviews, assess existing practices and procedures for process improvement opportunities with SmartDrive Tech Support.
• Uses tools to gather data and analyze trends or patterns affecting quality.
• Collaborate with management and team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Provide timely feedback based on the audits and track repeat errors, weekly basis
• Share error trend reports with the business on weekly basis
• Prepare training plan and track progress of process improvement on flagged top errors.

Education

Graduation, BTech or BE (preferably with Mechanical or Electronics or computers stream)

Experience

• 3 to 6 years’ experience with Quality Audit/Quality Assurance background
• 1-2 years of experience in the Customer/Tech support background in IT or ITES/Technical/product support
• Training experience would be a huge plus!

Company Profile – Smartdrive Systems India Pvt Ltd.

SmartDrive Systems, the recipient of Frost & Sullivan’s Customer Value Leadership Award for Video Safety Solutions gives fleets and drivers unprecedented driving performance insight and analysis, helping save fuel, expenses, and lives.
Website:https://www.smartdriveindia.com