SmartDrive Systems is hiring | Senior Quality Analyst | BTech or BE in Mechanical or Electronics or computers stream |

Position – Senior Quality Analyst (Tech Support – BPO Industry)
SmartDrive Systems
Exp. – 4 to 8 Years
Location – Hyderabad

Job description

• Shift timings: Individuals 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
• Cross-team collaboration: Technical Support, Customer Service & Project Management
• Monitor process: Identity, analyze gaps in skills and take necessary actions
• Recommend solutions: Fix gaps – break it into strategy/actions with explanation
• A positive attitude and collaboration approach to meeting goals
• Look beyond audits and processes, to understand people element of the partnership
• 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 customer experience.
• Provide timely feedback based on the audits and track repeat errors, weekly basis
• Share error trend reports with the business on a weekly basis
• Prepare a training plan and track the progress of process improvement on flagged top errors.

Qualifications

• Graduation, BTech or BE (preferably with Mechanical or Electronics or computers stream)
• 4 to 8 years’ experience with Quality Audit/Quality initiatives for Tech Support
• 3-5 years of hands-on experience in Tech support background in IT or ITES/Technical/Troubleshooting tech support
• Training experience would be a huge plus!
• Effective verbal (neutral accent) & written communication skills along with active listening skills
• Communication needs to be clear and concise, as it is very important for people who will be in advisory roles
• Experience in coaching, mentoring and training individuals or groups required
• Interpersonal skills – empathy, adaptability, teamwork
• Excellent customer service skills that build high levels of customer satisfaction
• Problem-solving ability, ability to work through the challenges, experience with projects/teams and bring maturity into processes where the focus is on improvements
• Business acumen: A good understanding of business goal behind processes
• Problem-solving ability, ability to work through the challenges and bring maturity into processes
• Business acumen – A good understanding of business
• Ability to negotiate change across organizational/firm boundaries and influence others outside of their own workgroup. Adept at networking and building relationships with all levels of management and staff.
• Demonstrated ability with the design and application of innovative ideas, developing creative solutions, and motivating a team to share knowledge and complete tasks on time.
• Ability to multi-task, set priorities, and manage time effectively * Demonstrate logical thinking, creative problem-solving approach, and strong analytical skills.
• Understanding of CRM applications as Salesforce, ServiceNow, etc would be an added advantage
• Understanding call center applications like Avaya, Dialpad, RingCentral, ACD, etc would be an added advantage