/ Quality Lead

Inside Support Quality Analyst

Desired Experience in Years : 1-2 Years
Number of Openings : 1
Location/s : Hyderabad
Typically, the Analyst participates in a supportive role by acting as a liaison between customer and support departments within the organization, to ensure that all tickets are resolved in an accurate and timely manner. Evaluate & audit conversations/transactions of the technical support Engineers as per pre-defined guidelines ensuring zero/minimal quality variance while maintaining productivity parameters.

Responsibilities

  1. Participate in various internal/external training programs to continuously hone the required skills and knowledge base.

  2. Abide by all Helpdesk  policies and processes, including but not limited to code of conduct, attendance, and floor discipline.

  3. Coach Technical Support Executives on evaluation trends to improve their technical capabilities

  4. Help technical support executives to understand appropriate troubleshooting approaches.

  5. Use trends to identify training needs and develop action plans.

  6. Support management focuses on review of key drivers, metrics and operational processes that drive KPI results.

  7. Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.

  8. Identify areas of improvement in associate performance through trending and analysis.

  9. Initiate process improvements to effectively align teams capabilities with current and future needs.


Requirements

  1. 1-2 years of experience preferably as technical SUpport Engineer.

  2. Strong troubleshooting knowledge on boath hardware & Software areas. 

  3. Should possess good analytical/ technical knowledge.

  4. Should Understand Quality Metrics and be able to perform audits and Provide analysis

  5. Understanding of operations reports & MIS.

  6. Should have working knowledge on the Ticketing Tool System.


Benefits/ Compensation

  1. Salary - Best in the Industry.

  2. Incentive - Best in the Industry.

  3.  Medical Policy for the Candidate Family.

  4. Career Growth.


Company Mission

Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.

Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.

PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets. 


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