QA Manager
We are seeking a highly skilled and customer-focused Quality Assurance Manager to oversee escalated customer issues and ensure their effective resolution. This role is pivotal in enhancing customer satisfaction and retention by managing the escalation process, implementing preventative strategies, and driving quality assurance initiatives. Operating within the Zoho Desk environment, the Quality Assurance Manager will play a key role in ensuring seamless customer experiences while maintaining high-quality standards across all processes.
Compensation
Job Responsibilities
Quality Control and Assurance:
● Conduct regular reviews and assessments of processes, tickets, and incidents to ensure compliance with established quality standards.
● Identify, document, and communicate quality issues or discrepancies, and implement corrective actions and preventive measures.
Case Handling and Resolution:
● Manage escalated customer issues with a focus on root cause analysis and solution-oriented resolutions.
● Collaborate with cross-functional teams to ensure escalated cases are resolved to meet customer satisfaction standards.
Customer Relationship Management:
● Act as the primary point of contact for escalated customers, providing professional and empathetic communication to address concerns.
● Proactively gather customer feedback, address grievances, and restore confidence by delivering effective solutions.
Escalation Process Management:
● Develop and maintain efficient escalation processes for swift and effective resolution of customer issues.
● Ensure adherence to escalation protocols and timelines while coordinating with relevant teams to resolve cases promptly.
Escalation Analysis and Reporting:
● Analyze trends in escalated cases to identify recurring issues and recommend process improvements.
● Generate detailed reports on escalation metrics, including resolution times, customer feedback, and root cause analyses, for management review.
Preventative Strategies and Training:
● Create and implement strategies to mitigate escalations by enhancing customer support processes.
● Provide training and guidance to support teams on best practices for issue resolution and escalation prevention.
Zoho Desk Utilization and Analysis:
● Leverage Zoho Desk reporting and analytics tools to generate insights on quality assessments, escalation trends, and areas for improvement.
● Monitor Zoho Desk utilization to ensure optimal performance and compliance with established workflows.
Training and Documentation:
● Train Zoho Desk users and teams on best practices, feature utilization, and compliance requirements.
● Maintain comprehensive documentation of Zoho Desk configurations, workflows, and operational guidelines.
Collaboration and Stakeholder Management:
● Work closely with cross-functional teams to drive process enhancements and optimize Zoho Desk utilization.
● Effectively communicate with stakeholders to provide updates on escalations, quality metrics, and resolutions.
Skill Sets and qualifications required:
● Bachelor's degree in Engineering, Business Administration, Quality Management, or a related field (required).
● Relevant certifications such as Six Sigma, ITIL, or expertise in Zoho Desk and CRM tools (preferred).
● Proven experience in quality assurance, customer support, or escalation management.
● Proficiency in using Zoho Desk or similar ticketing systems.
● Strong analytical skills with the ability to identify trends and implement solutions.
● Excellent communication and interpersonal skills to handle escalated issues with empathy and professionalism.
● Experience in training and guiding teams on quality assurance practices.
● Ability to generate and interpret reports using analytics tools.
● Problem-solving mindset with a focus on proactive strategies and preventive measures.
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About E2E Networks
E2E Networks is the leading hyperscaler from India with focus on scalable Cloud GPU infrastructure, listed on the National Stock Exchange (NSE). The company is popular for providing accelerated cloud computing solutions, including cutting-edge Cloud GPUs like NVIDIA A100 GPUs and DGX Super Computing on the Cloud, making it the sole provider of advanced Cloud GPU capabilities in India.
E2E Networks Cloud computing solutions are built on the principles of affordability, assistance, accessibility, accommodative, and AtmanirbharBharat (self-reliant India), which are collectively referred to as the 5As of E2E Cloud.The company has been instrumental in helping India become self-reliant in the cloud infrastructure by offering a true public cloud platform that is multi-region, smart dedicated compute, and designed to cater to the unique needs of Higher Education and Research, Enterprises businesses and next generation of AI/ML startups in the country.
Our platform has further strengthened its position as the leading accelerated computing cloud platform from India by demonstrating its capabilities in the Al/ML, NLP, Computer Vision and Generative AI on its Cloud GPU and DGX platforms. The company has well earned its reputation as a trusted and reliable partner of choice for Higher Education and Research Institutions, Enterprises and AI/ML startups in India as well as globally.
E2E Networks is popular for being the first provider of India based low latency and contractless cloud computing in India. The company's advanced Cloud Computing solutions, including Cloud GPUs like NVIDIA A100 and DGX SuperComputing are aimed at helping India rise as an AI/ML superpower transforming Higher Education, Research and Enterprises across industry and academia.
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