Senior Quality Control Analyst (Customer Service)

23 hours, 4 minutes ago
Full-time
Senior
Quality Assurance and Testing
Super Technologies Pvt Ltd

Super Technologies Pvt Ltd

Super Technologies is leading System integration and Product Distribution organization, engaged in providing cutting edge technology solutions.We offer an unrivalled portfolio of products that caters to research & development establishments, Defence, Aerospace, Motorsports, Industrial applications and Technical Institutions. We offer software solutions which include a wide range of electrical and mechatronic engineering applications to meet most user profiles in our niche. From mechatronics systems to power systems, from electromagnetism to electromechanics, software solutions are dedicated to increasing your productivity and helping you to improve the performance of your devices and systems. Super Technologies is run by a team of capable individuals, who developed multi dimensions from a simple trading company to a reputed authorized dealer for multinational companies. The company offers best-in-class solutions to meet all the motion needs and Aerospace applications. Our agility and focus enables us to rapidly develop innovative solutions to a wide range of aerospace and control problems. Our systems encompasses both terrestrial and space energy production applications. Widely applied for precise and rapid actuation, instrumentation and control of vibrations, mechatronic products based on smart materials meet the stringent specifications for aerospace. We are proud to supply high quality engineered products along with strong commitment to quality customer services to various Industries across India. The firm dramatically increased its market coverage and now serves nearly every industry where there is a need for high speeds, high temperature and performance under demanding operating conditions.

aviation & aerospace
1-10
Founded 2000

Description

  • Oversee quality assurance activities across internal customer engagement teams and outsourced BPO operations.
  • Monitor customer interactions across channels to ensure compliance with standards, tone of voice, procedures, and customer experience expectations.
  • Conduct regular quality reviews, audits, and calibration sessions to keep evaluation standards consistent.
  • Analyse QA findings to identify recurring trends, performance gaps, and operational risks.
  • Work with operational leaders and partner teams to improve quality performance and accountability.
  • Define, maintain, and improve QA frameworks, scorecards, and evaluation criteria.
  • Track and report quality results, providing insights and recommendations to stakeholders.
  • Identify training needs based on QA findings, operational trends, and performance gaps.
  • Create, review, and improve training materials, knowledge content, and learning resources.
  • Deliver training sessions, refreshers, and coaching initiatives for internal and external teams when needed.

Requirements

  • Proven experience in quality assurance within customer service, customer engagement, or contact centre environments.
  • Senior-level ability to oversee QA routines, interpret performance trends, and influence improvements across teams.
  • Experience working with BPO operations and understanding outsourced partner governance.
  • Experience designing training materials and/or facilitating training sessions.
  • Strong analytical skills with the ability to turn findings into clear actions and recommendations.
  • Excellent communication and stakeholder management skills.
  • Comfortable working across multiple channels and collaborating with internal and external teams.
  • Intermediate to advanced English proficiency.
  • Experience with customer service platforms such as Zendesk or similar tools (nice to have).

Benefits

  • Medical / Health Insurance.
  • Open Annual Leave.
  • Employee Assistance Programme.
  • Training & Learning Development.
  • Additional benefits vary by country and will be shared during the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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