Quality Lead - Hyderabad Location - Hyderabad @ Randstad India

Experience:

Education:
Graduation, BTech or BE (preferably with Mechanical or Electronics or computers stream)
Certification in Business English would be an added advantag

Responsibilities:
Review the call recordings/email transactions and audit them as per SmartDrive quality guidelines
Analyze the feedback from customers and escalations to identify 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
Conduct Process Knowledge Test in a timely manner, assess knowledge gaps and interrelate with
the Quality observations and come up with recommendations
Organize huddle/stand-up meetings to address process changes or updates considering the dynamic
nature of the process and help in knowledge transition effectively
Based on the audits and reviews, assess existing practices and procedures for process improvement
opportunities with SmartDrive Tech Support team
Use tools to gather data and analyze trends or patterns affecting quality
Conduct weekly connect or be available for meetings scheduled with US leadership and share
insights and recommendations and take feedback
Collaborate with Support Leadership and team members to identify and streamline processes.
Implement process standards that enhance service delivery and the customer experience
Provide timely feedback based on the audits and track repeat errors on a timely basis
Share error trend reports with the business on a timely basis
Prepare training plan and track progress of process improvement on flagged top errors
Demonstrate ability in designing and application of innovative ideas
Motivate the team to share knowledge, complete tasks on time

Interested candidates can share their updated CV's to sa******d@ra*****d.in or call me on 7658908***