Sr. Quality Assurance - Tech Support
Senior QA - Technical Support at Everseen (Pune): audits and validates the work of tech support engineers, documents non-conformities, assists with RCA and corrective actions, and runs calibrations and quality reporting for the support org behind Everseen's retail vision-AI products. Core needs: Linux (RHCSA a plus), Microsoft 365, and 5+ years experience.
- Compensation
- Not disclosed
- Location
- Pune, India
- Work setup
- Onsite
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Qa
- Posted
Skills
Must have
- Graduation in Engineering background
- 5+ years experience
- Linux knowledge is mandatory
- Knowledge of quality frameworks, audit methodologies, and continuous improvement principles
- Good knowledge of Microsoft 365 suite
- Data-driven decision-making and reporting skills
- Good communication skills
- Strong leadership skills
- Problem solving skills
Nice to have
- RHCSA certification
Full description
Everseen: A leader in vision AI solutions for the world’s leading retailers.The Role
As an Sr. QA - Technical Support, you will be responsible for monitoring, evaluating, and improving the quality of technical support interactions to ensure a high level of customer satisfaction and operational excellence. You will work closely with Tech Support Engineers, Subject Matter Experts (SMEs), and Operations teams to conduct quality audits, provide actionable feedback, identify improvement opportunities on on evolving processes, tools, and ensure adherence to support processes, quality standards, and service level expectations. Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives
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Main Responsibilities
- Validation of work done by the Tech Support Engineers
- Find and document the non-conformities if any
- Assist in RCA and Corrective action
- Keeping updates on the specifications of document and guidelines of each task.
- Conduct regular quality calibrations, and knowledge-sharing sessions to align tech support engineers and help in evolving processes, tools, and quality benchmarks.
- Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives.
- Quality is maintained as per norms of instruction guidelines in document.
- Working hand in hand with Team leader on better working environment for the team.
- Guide the team to move towards better productivity and quality.
- Ensuring feedback loop is present and it gives right direction to the employee/s where improvements are needed and what are the best practices that can be applied.
- Coordinate with low performance tech support engineers and quality analysts by tagging them with SMEs to ensure quality improvements in Tech Support process.
- Quality check of data and QC reports on required metrics accuracy.
Skills Required
- Graduation in Engineering background
- 5+ Years experience
- Linux knowledge is mandatory, RHCSA certification will be plus
- Knowledge of quality frameworks, audit methodologies, and continuous improvement principles.
- Good Knowledge of Microsoft 365 suite
- Data-driven decision-making and reporting skills
- Good communication skills
- Strong leadership skills
- Problem solving skills