Quality Support Specialist

About the Position

Quality Support Specialist

Provide services that satisfy our customers' needs to ensure global compliance and sustainability and improve performance.

• Location: India – Bangalore
• Employment Type: Full-time

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Responsibilities

• Conduct ticket audits against the defined process & quality parameters; based on the sampling criteria set.
• Achieve weekly/monthly CTQ audit coverage and analysis targets.
• Track dispatch bucketization basis RYG & plan on the MOM performance improvement for the R & Y bucket.
• Prepare weekly/monthly audit analysis or dashboards.
• Discuss audit findings and improvement areas with region team leads and SDMs.
• Deliver coaching sessions/team briefings based on the audit findings.
• Flag non-compliance issues and recommend corrective measures.
• Coach agents on process gaps and recommend targeted improvements.
• Communicate findings clearly and constructively via audit feedback & huddles.
• Conduct escalation RCAs and analyze negative customer sentiment.
• Suggest process improvements and compliance measures to enhance service quality.

Requirements

• C1 English
• Ability to transfer complex things in a simple manner.
• Experience in preparing reports and maintaining documentation to communicate progress and achievements to stakeholders.

About the Company

Hemmersbach delivers IT services exclusively for the leading companies in the IT industry: IT hardware manufacturers, global system integrators, Device as a Service providers, and data center operators. Across 190+ countries, our 5,000+ colleagues work on our customers' behalf, with one mission: to enthuse them. Our can-do attitude and spirit of mutual support have made us Great Place To Work® Certified™ in multiple countries worldwide. As The Social Purpose IT Company, we give at least 20% of our profits to Hemmersbach Rhino Force and Hemmersbach Kids' Family.

We Offer

• Onboarding program
• Buddy program

Job-Id: 20326