Customer Quality Jobs in Bengaluru

Position: Manufacturing Supervisor Location: Bengaluru Employment Type: Full-Time Job Overview We are seeking a detail-oriented and experienced Manufacturing Supervisor to manage daily production operations in our **3D printing facility**. The role includes overseeing the production team, maintaining equipment efficiency, ensuring quality standards, and optimizing workflows to meet project deadlines. Key Responsibilities Production Supervision & Planning Manage **day-to-day manufacturing operations** on the 3D printing production floor. Plan and schedule production tasks to meet delivery timelines. Monitor workflow, identify bottlenecks, and ensure production schedules are met. Equipment & Process Management Supervise setup, calibration, and maintenance of **3D printers, CNC machines**, and related equipment. Conduct routine inspections and diagnostic tests to ensure machine reliability. Troubleshoot equipment issues promptly and coordinate repairs to **minimize downtime**. Quality Control & Documentation Ensure all products meet **company quality standards** and customer specifications. Maintain accurate documentation of production processes, maintenance logs, and service records. Inventory & Resource Management Monitor **raw materials, consumables, and spare parts** availability. Coordinate timely procurement to avoid shortages. Implement material optimization practices to **reduce waste and control costs**. Process Improvement & Efficiency Analyze manufacturing processes to enhance productivity and reduce operational costs. Implement **preventive maintenance plans** to avoid costly breakdowns. Compliance & Safety Ensure adherence to industry regulations, company policies, and **safety protocols**. Maintain a clean, organized, and hazard-free work environment. Key Skills & Requirements Education: Diploma or Degree in **Mechanical, Manufacturing Engineering**, or related field. Experience: Minimum **3 years of experience in manufacturing supervision**; experience in 3D printing or additive manufacturing is preferred. Technical Knowledge: Strong knowledge of **mechanical systems, production processes, and preventive maintenance**. Core Skills: Excellent troubleshooting and problem-solving skills. Leadership: Proven **leadership and team management abilities**. Communication: Strong communication skills and ability to work in a fast-paced environment. Commitment: Commitment to maintaining safety and quality standards. Qualification : Diploma or Degree in Mechanical, Manufacturing Engineering or related field

Technical Project Manager - AI Delivery Location: Bengaluru Employment Type: Full-time About Us Exotel is the leading full-stack customer engagement platform and business-focused virtual telecom operator for emerging markets. Founded in 2011, Exotel powers over 50 million daily engagements across voice, video, and messaging channels. Our cloud-based solutions are trusted by over 6,000 companies in more than 60 countries including major players like Ola, Swiggy, Flipkart, GoJek, Byju s, HDFC Bank, Zomato, and Urban Company. We are a Series D company valued at $100 million, with $60 million in ARR, and we provide communication APIs, a modern omnichannel contact center, and a conversational AI platform hosted on the cloud. About the Role Exotel is looking for a Technical Project Manager - AI Delivery to oversee the end-to-end delivery of complex AI-driven projects. You ll be responsible for managing the complete project lifecycle from initiation to closure ensuring that all deliverables meet quality standards, customer requirements, and timelines. As the primary customer interface, you will manage expectations, resolve issues proactively, and ensure successful AI-first implementations for enterprise customers. In this role, you will also contribute technical insights, provide support to your team, and help drive continuous improvement while maintaining a customer-centric focus. Responsibilities Project Planning & Execution: Develop detailed project plans, including scope, objectives, timelines, budgets, and resource allocation. Track progress, ensure deliverables meet quality standards, and ensure timely delivery. Customer Interface: Act as the primary point of contact for customers on assigned projects. Conduct regular status meetings, manage customer expectations, and ensure that their needs are consistently met. Scope & Requirement Management: Work closely with customers to define and document project requirements, manage scope changes, and ensure alignment with product capabilities. Risk Management: Identify potential project risks, develop mitigation strategies, and ensure timely issue resolution. Escalate risks to the Lead Project Manager when necessary. Cross-Functional Coordination: Coordinate daily activities with delivery and engineering teams, ensuring that technical tasks align with project timelines. Facilitate smooth handovers to support engineers post-delivery. Reporting & Stakeholder Communication: Prepare and present regular project status reports to the Lead Project Manager and other internal stakeholders. Methodology Adherence: Ensure all project activities adhere to AI delivery methodologies and best practices, optimizing workflows and processes. Mentorship: Provide mentorship to junior project team members, fostering a high-performing, value-driven organizational culture. Ownership: Take ownership of business satisfaction through the tested deployment of solutions and by consistently delivering on project objectives. Experience: 5+ years of project management experience, preferably in software or SaaS delivery, with a proven track record of managing complex projects from initiation to closure. Technical Knowledge: Strong understanding of integration methods for CRMs and APIs. Familiarity with cloud systems, architecture, networking, and deployment methodologies. AI/ML Knowledge: Familiarity with AI/ML, NLP, or conversational AI concepts is a plus. Requirements Gathering: Experience in gathering and translating customer requirements into actionable business use cases. Customer Management: Ability to run customer meetings, manage expectations, and handle change requests effectively. Technical Expertise: Strong understanding of Linux, networking, databases, message queues, and caching. GenAI Exposure: Hands-on experience with GenAI technologies, such as prompt engineering and Large Language Models (LLM) applications. Soft Skills: Excellent time management, communication, and interpersonal skills. Strong organizational and problem-solving abilities. Customer-Centric: Proactive, customer-focused mindset, ensuring timely issue resolution and high-quality delivery. General Skills Lead the implementation and testing of GenAI projects, ensuring alignment with customer requirements and business goals. Coordinate with pre-sales, product, and support teams to set expectations and deliver according to timelines. Ensure adherence to SLAs, proactively resolve delivery bottlenecks, and maintain a smooth delivery pipeline. Mentor junior engineers and uphold high-quality standards in all project deliverables. Innovation at Scale: Work on cutting-edge AI and communication technologies impacting millions of people daily. Growth & Impact: Be part of a rapidly growing company with ample opportunities for career development and personal growth. Collaborative Culture: Join a passionate, supportive, and high-performing team where collaboration and innovation are core values. Competitive Benefits: Enjoy comprehensive health insurance, mental wellness support, and a robust benefits package. If you are an experienced Project Manager with a strong technical background and a passion for AI-driven solutions, we d love to hear from you. Apply Now to join the Exotel team as a Technical Project Manager - AI Delivery and play a key role in transforming customer engagement across emerging markets.

Quality Manager Location: Bangalore Department: Operations About the Role IRP Systems, at the forefront of **high-performance e-powertrain systems**, is seeking an experienced **Quality Manager** to oversee all quality assurance and control activities in its automotive manufacturing environment. You will be instrumental in ensuring products meet **customer and regulatory standards** while continuously driving improvements in processes, reliability, and customer satisfaction. Key Responsibilities Quality Management System (QMS): Develop, implement, and maintain the QMS according to **IATF 16949**, **ISO 9001**, and customer-specific requirements. Quality Team Leadership: Lead and manage a team of quality engineers, inspectors, and technicians, ensuring adherence to quality standards and consistency. APQP & Core Tools: Manage **Advanced Product Quality Planning (APQP)**, **PPAP**, and **FMEA** activities to integrate quality into every stage of the product lifecycle. Quality Metrics Monitoring: Track and analyze key quality metrics (e.g., **scrap rate, PPM, customer complaints, warranty data**). Drive corrective actions for continuous improvement. Audits: Lead internal and external audits (**IATF, ISO, customer, and supplier audits**), ensuring full compliance with all quality standards. Customer Interface: Serve as the primary point of contact for customers regarding **quality issues** and performance reviews. Supplier Quality Management: Oversee **supplier qualification, audits, and corrective actions** to ensure quality consistency throughout the supply chain. Root Cause Analysis & CAPA: Facilitate **root cause analysis** and lead the implementation of **Corrective and Preventive Actions (CAPA)** to resolve issues and prevent recurrence. Continuous Improvement: Promote and lead a culture of continuous improvement using methodologies like **Lean, Six Sigma**, and problem-solving tools (**8D, 5 Whys, PDCA**). Compliance: Ensure compliance with all relevant safety, environmental, and regulatory standards applicable to the automotive industry. Skills and Qualifications Experience & Education Education: Bachelor s degree in Electronics Engineering or related fields. Experience: Minimum of **8 years in a Quality leadership role** within the automotive industry, and at least **10 years of experience in electronics and mechanical manufacturing**. Certifications & Standards Expertise Certifications: **Six Sigma Green/Black Belt certification is required.** Standards Expertise: Extensive knowledge of automotive quality standards (especially **IATF 16949**) and familiarity with **ISO 26262 (Functional Safety)**. Technical & Analytical Skills Quality Tools Proficiency: Expertise in using core quality tools such as **8D, APQP, FMEA, SPC, and MSA**. Manufacturing Knowledge: Familiarity with advanced manufacturing processes and technologies relevant to the automotive industry. Analytical Skills: Strong problem-solving and analytical skills to effectively address and resolve customer quality issues. Impactful Work: Contribute to the development of **high-performance e-powertrain systems**. Career Growth: Be part of a dynamic and rapidly growing company with opportunities for professional development. Competitive Benefits: Competitive compensation, flexible working options, and health coverage. Qualification : Bachelors degree in Electronics Engineering or related fields

Position: Customer Support Associate - Escalation Specialist Location: Bengaluru Department: Customer Operations Job Type: Full-Time About Laundryheap: Laundryheap is an award-winning, industry-leading startup revolutionizing the laundry and dry cleaning service. We offer fast and reliable service, collecting, cleaning, and delivering items within 24 hours, making us one of the quickest services in the industry. With our headquarters in the UK and operations in 14 international markets, we are rapidly expanding across Europe, Asia, and North America. As we continue to grow, we are looking for an Escalation Specialist to join our dynamic Customer Operations team in Bengaluru. This is an exciting opportunity to make a real impact by turning challenging customer experiences into positive resolutions. The Role: As part of our Escalations team, you will be the voice that handles escalated or complex customer queries. Your ability to manage customer issues, such as claims and refunds, will play a key role in maintaining customer satisfaction and loyalty. You will work across multiple time zones to support our global customer base. This role requires someone who is energetic, detail-oriented, and adaptable to work in rotating shifts. If you thrive in a fast-paced, customer-centric environment and are ready to take ownership of challenging customer situations, this is the role for you. Key Responsibilities: Investigate & Resolve Complex Queries: Manage escalated customer issues (e.g., claims, refunds), thoroughly investigating and getting to the root cause to reduce future problems. Propose Fair, Customer-Centric Solutions: Utilize creativity and problem-solving skills to offer fair and customer-focused solutions, all while adhering to company policies and processes. Analyze Customer Trends: Share insights and highlight recurring issues or trends to improve overall customer journeys and internal processes. Collaborate Across Teams: Build strong relationships with colleagues across the Operations and wider business teams to ensure consistent service delivery. Deliver Timely Outcomes: Ensure fair and timely outcomes for customers while maintaining Laundryheap s brand reputation. Meet KPIs: Consistently meet and exceed key performance indicators (KPIs) that drive business results and improve customer experience. What We re Looking For: Excellent English Communication Skills: Strong written and spoken communication skills with an ability to interact clearly and professionally with customers. Customer Service Experience: Prior experience in customer service or operations, ideally within e-commerce, consumer services, or fast-paced industries. Confident & Clear Communicator: Ability to handle challenging conversations with customers and write professional, clear, and empathetic responses. Strong Attention to Detail: Ability to focus on quality and speed, ensuring customer queries are resolved effectively. Problem Solver: A proactive approach to solving problems and finding innovative solutions, with a focus on improving processes for the future. Tech-Savvy: Comfortable using various tools and adapting quickly to new systems and processes. Adaptability: Ability to thrive in a dynamic, fast-paced environment and handle multiple tasks simultaneously. Prioritization Skills: Ability to prioritize tasks effectively and manage customer expectations. (Bonus) French Language Skills: Additional proficiency in French would be a plus. Location: Willingness to commute to our Bengaluru office (WeWork location). Global Exposure: Work with a rapidly growing global brand and gain exposure to international markets and complex customer operations. Collaborative Environment: Join a dynamic team where your ideas are valued, and you can actively contribute to how we improve and deliver customer support worldwide. Career Growth: Be part of a fast-growing company where opportunities for learning and professional development are abundant. Make an Impact: Directly contribute to shaping how we support and delight our customers across the world.

Conversational AI Lead / Architect Location: Bangalore | Employment Type: Full-time About the Role We are looking for a skilled and experienced Conversational AI Lead/Architect to join our team at Avaamo. In this role, you will be responsible for designing, developing, and implementing cutting-edge Conversational AI solutions. As a subject matter expert, you'll work closely with IT managers, business teams, and customers to understand their requirements and deliver high-impact solutions that enhance the Avaamo platform. Responsibilities Lead the design, coding, and implementation of Avaamo s Conversational AI products, ensuring solutions meet both technical and business needs. Collaborate with IT managers and business stakeholders to gather requirements and translate them into actionable technical solutions. Drive the implementation of solutions using Conversational Design principles and best practices. Develop, deploy, and maintain customized extensions to the Avaamo platform tailored to specific customer requirements. Provide technical guidance and training sessions to partner and customer development teams, ensuring smooth onboarding and ongoing success. Evaluate reported defects and prioritize them for resolution, ensuring product quality and customer satisfaction. Travel to customer locations for on-site support, providing hands-on assistance and expertise as needed. Document best practices, implementation guidelines, and "how-to" guides to support customer and partner teams in leveraging Avaamo s products effectively. Requirements (Mandatory) 6+ years of strong programming experience in JavaScript, HTML, and CSS. Proven expertise in creating and consuming REST APIs and SOAP services. In-depth knowledge of web technologies and current industry trends. Solid understanding of security in web applications and services. At least 2 years of experience using Node.js, with a deep understanding of its architecture. Hands-on experience with Git and other version control systems. Experience deploying web applications on Linux servers in production environments. Familiarity with deployment processes and CI/CD tools. Exceptional communication skills, with the ability to work with both technical and non-technical teams. Minimum of 2 years of experience in client-facing roles, working closely with customers to deliver solutions. Good to Have Full-stack development experience, with expertise in UI/UX design or insights. Working knowledge of AI, ML, and NLP technologies. Experience with enterprise system integrations, such as MS Dynamics CRM, Salesforce, ServiceNow, and MS Active Directory. Experience implementing Single Sign-On (SSO) in web/mobile applications. Ability to quickly learn new technologies and manage small engineering teams. At Avaamo, we re redefining the future of Conversational AI. We specialize in creating advanced conversational interfaces that solve high-impact challenges for enterprises. Join our team and contribute to pioneering AI-driven technologies that are transforming how businesses engage with customers and employees.

Manager NPD Quality Location: Bangalore Department: Final Inspection Designation: Manager About the Company Sansera Engineering is an engineering-led integrated manufacturer specializing in forged complex and high-precision components for the automotive, non-automotive, and aerospace sectors. With a legacy spanning over three decades, we are committed to delivering quality products to a global clientele. As part of our growth, we are seeking an experienced and dedicated professional to join our team as Manager NPD Quality. Job Description The Manager NPD Quality will ensure product and process quality by effectively implementing quality tools, standards, and systems. This role supports customer satisfaction and drives continuous improvement initiatives within the organization. Key Responsibilities Awareness and implementation of PPAP process audits and related documentation. Conduct and support PFMEA, MSA, and APQP processes. Awareness and control of special processes. Manage customer complaint handling and resolution. Expertise in GD&T and the 7 Quality Control (7QC) tools. Maintain awareness of standard room equipment and quality management systems. Perform supplier PPAP process audits. Collaborate closely with supplier and customer quality teams to ensure compliance and quality standards. Skills Required New Product Development (NPD) expertise PPAP & Supplier Quality Assurance Process Auditing MSA (Measurement System Analysis) APQP (Advanced Product Quality Planning) Customer complaint management GD&T (Geometric Dimensioning and Tolerancing) 7QC tools knowledge Quality Management Systems (QMS) awareness Education & Experience Diploma or Degree in Engineering or related field 6 to 10 years of relevant experience in quality management, preferably in NPD environments Qualification : Diploma or Degree in Engineering or related field

Position: Assistant Manager Account Management Location: Bangalore Experience: 5 8 years Education: Any Graduate Experience Required: 5 8 years of total experience in the service industry, with a minimum of 3 years in people management and customer service roles. Role Purpose: To ensure seamless claims processing for customers by managing a team of helpdesk personnel, including implants, semi-implants, account managers, and the document pickup team. The role also ensures a high standard of customer satisfaction and process compliance. Key Responsibilities: Team Oversight & Operations: Ensure scheduled customer visits by team members are carried out as planned. Monitor daily activities and performance, especially volume of documents collected. Review customer queries and the quality of responses from team members. Support team in handling and resolving customer escalations. Reporting & Claims Coordination: Review team reports and take necessary actions, including claims coordination. Collaborate with the front-end team to ensure timely and accurate claim registration. Analyze claims data dumps and take corrective actions such as addressing IRs, reopening claims, or resolving dummy entries. People Management & Coaching: Conduct regular one-on-one reviews with team members to address concerns and streamline processes. Guide team through customer escalations and process complexities. Drive improvement based on low CSAT/DSAT scores by identifying and addressing process or communication gaps. Stakeholder Collaboration: Liaise with internal and external stakeholders to address client-specific needs, such as helpdesk support or wellness activities. Work closely with regional and cross-functional teams to deliver on client expectations. Continuous Improvement: Analyze customer feedback to drive service improvements. Identify opportunities to improve customer interactions, documentation processes, and service delivery. Key Outcomes for Success: High customer satisfaction (CSAT) Timely resolution of customer issues as per SLA Successful client renewals Skills & Competencies: Technical: Strong understanding of service processes and claims workflows Proficient in MS Office (Excel, Word, PowerPoint) Behavioral: Problem-solving mindset Strong active listening and communication skills Proven people management abilities Client-oriented with a focus on service excellence Qualification : Any Graduate

Job Title: Inside Sales Executive Location: Bengaluru Job Type: Onsite No. of Positions: 1 2 Joining: Immediate About EBSL Automat Pvt. Ltd. EBSL Automat is a leading provider of home automation and smart living solutions, delivering cutting-edge technologies that enhance comfort, security, and convenience. We are committed to innovation, customer satisfaction, and employee growth. Position Overview We are seeking a dynamic and proactive Inside Sales Executive to support our growing team. In this role, you will manage vendor relationships, negotiate product pricing, and develop tailored proposals to meet customer requirements. You'll play a key role in ensuring customer satisfaction and driving sales through effective coordination and communication. Key Responsibilities Build and maintain strong relationships with vendors and suppliers of home automation products. Obtain product specifications, quotations, and pricing details from vendors in a timely manner. Analyze quotations, negotiate favorable pricing and terms to maximize value and profitability. Collaborate with the sales team to understand customer needs and identify appropriate product solutions. Develop customized proposals based on specific customer requirements using vendor-provided data. Present proposals to customers, handle objections, and answer product-related queries. Follow up with customers to close deals and maintain strong post-sale relationships. Maintain accurate records of all vendor communications, proposals, and sales activities in the CRM. Stay informed about the latest trends, technologies, and product offerings in the home automation industry. Qualifications & Requirements Bachelor's degree in Business Administration, Marketing, Engineering, or related field preferred. Proven experience in inside sales, vendor management, or procurement preferably in home automation or technology sectors. Familiarity with CRM systems and proficiency in Microsoft Office tools (Word, Excel, Outlook). Knowledge of smart home technologies (e.g., KNX, Zigbee, Wi-Fi systems) is a strong advantage. Must-Have Skills Strong Communication: Clear and professional communication with customers, vendors, and internal teams. Negotiation: Skilled in negotiating pricing and agreements with vendors and handling customer concerns. Vendor Management: Capable of evaluating suppliers and ensuring timely, quality product deliveries. Customer Focus: Ability to understand and address specific client needs through tailored proposals. Attention to Detail: Accuracy in analyzing quotes, specifications, and pricing structures. Organization: Well-organized with the ability to manage multiple leads and maintain detailed records. Team Collaboration: Strong team player who can align with sales, marketing, and customer support. Problem Solving: Resourceful and proactive in overcoming challenges and identifying solutions. Good to Have Time management and lead follow-up capabilities. Resilience in handling objections and rejection in a competitive market. Market awareness to identify new sales opportunities and stay ahead of trends. Technical understanding of home automation hardware/software is a plus. Perks & Benefits Comprehensive benefits including health insurance, paid time off, and employee provident fund. Career growth opportunities within a fast-growing technology-driven company. Collaborative and inclusive team environment with a focus on innovation. Company Culture & Commitment At EBSL Automat, we are dedicated to building long-term partnerships with our employees. We expect a minimum commitment of 2 years, ensuring professional development and alignment with our organizational vision. The notice period is 2 months, supporting seamless transitions and planning. Apply Today If you're passionate about technology, sales, and building meaningful customer relationships in a rapidly growing industry, we invite you to join us and help shape the future of smart living. Qualification : Bachelor's degree in Business Administration, Marketing, Engineering, or related field preferred

Job Title: DevOps + Tester Location: Bangalore, India Experience: 4 5 years Industry: IT Services Job Type: Full-time Role Overview This hybrid DevOps + QA role focuses on: Ensuring mobile application performance and reliability. Driving automation, CI/CD, and continuous improvement. Designing and executing automated test scripts and performing integration, regression, and performance testing. Supporting innovation and scalable software deployment in alignment with Rakuten s standards. You ll collaborate closely with development, QA, and operations teams, while improving infrastructure and testing frameworks. Key Skills & Tools CI/CD Tools: Jenkins, Bamboo, Docker Testing: Automation, Integration, Regression, Performance Testing Cloud Platforms: AWS, Azure, GCP Salesforce Ecosystem: 1 2 years hands-on experience preferred API Integration: Including legacy systems Test Scripting Tools: Open-source or commercial frameworks Solid grasp of software architecture, high availability, and transaction-intensive systems Responsibilities Monitor and optimize app performance Develop and maintain automated test scripts Execute integration and regression testing Conduct performance tests during pipeline integration Collaborate across DevOps, development, and QA teams Maintain detailed test documentation Conduct unit tests, code reviews, and QA validations Ensure service quality and customer satisfaction Education & Qualifications Bachelor s degree in CS, IT, Engineering, or related field (required) MBA or advanced degree (preferred) Salesforce Admin or PD certification (preferred) Ideal Candidate Traits Strong DevOps + Testing blend with cloud experience Effective communication with technical and non-technical teams Strategic thinker with planning skills Thrives in fast-paced environments, managing multiple priorities Interview Process 2 Technical Rounds Qualification : Bachelors degree in CS, IT, Engineering, or related field (required)

Customer Experience Manager II (EST Shift Bangalore, India) Location: Bangalore, India Work Shift: EST (5:30 PM IST 2:30 AM IST) Job Type: Full-Time | Customer Support | Cloud Technology Job Overview We are looking for a highly motivated and experienced Customer Experience Manager II to join our dynamic Customer Support team. In this role, you will be responsible for managing strategic enterprise accounts, ensuring superior customer satisfaction, and driving proactive customer success strategies. You will serve as the primary point of contact (POC) for customer escalations, technical issues, and account health, while ensuring Rubrik delivers a world-class customer experience in the cloud data management space. Key Responsibilities Build strong relationships with key customer stakeholders and deliver a seamless support experience. Act as the escalation owner and trusted advisor for complex technical and service-related issues. Train customers on how to engage with Rubrik s support portal, submit tickets, and track issues effectively. Utilize Salesforce CRM to monitor account health and detect patterns that may lead to service disruptions. Proactively identify risks and initiate actions to drive customer retention and account stability. Collaborate with cross-functional teams including Engineering, Technical Support, and Sales Engineering. Create and deliver Root Cause Analysis (RCA) documentation and customer-facing status updates. Work closely with internal teams to ensure timely issue resolution and a proactive support approach. Lead project management activities during critical incidents and escalations. Deliver weekly performance and progress reports to internal stakeholders and customer teams. Qualifications and Skills Minimum 8 years of experience in customer experience management, technical support leadership, or enterprise account management roles. Proficiency with CRM platforms, especially Salesforce. Strong communication skills with the ability to deliver clear written documentation and customer updates. Hands-on technical knowledge in: Networking protocols Data storage systems Backup and disaster recovery solutions Cloud platforms (e.g., AWS S3, Microsoft Azure) Hypervisors (VMware, Hyper-V) Experience managing virtual cross-functional teams in a high-pressure environment. Proven ability to handle customer escalations and implement preventive measures. Familiarity with storage vendor ecosystems and best practices in enterprise IT environments. Bachelor s degree in Computer Science, IT, Business, or related field (Advanced degree is a plus). Willingness to travel for client engagements and team collaboration as needed. Preferred Competencies Background in cloud computing, SaaS support, or data protection technologies. Certifications in project management or cloud platforms (e.g., AWS, Azure). Ability to lead with a customer-first mindset and ensure customer loyalty through proactive engagement. Join Rubrik and be part of a company at the forefront of cloud data security, backup solutions, and customer-centric innovation. You ll work with leading technologies, support high-value enterprise clients, and help shape the future of data management in the cloud.

Company: Qualcomm India Private Limited Job Area: Engineering Group, Engineering Group > Hardware Applications Engineering General Summary: Qualcomm is at the forefront of technology innovation, constantly pushing the boundaries to enable next-generation experiences and drive digital transformation. As a Hardware Application Engineer at Qualcomm, you will provide technical expertise through product demonstrations, training, and support for the design, debugging, testing, and quality of customer products. You will work closely with cross-functional teams to assess and apply Qualcomm's products, ensuring they meet and exceed customer expectations. Minimum Qualifications: Bachelor's degree in Electrical/Electronics Engineering, Computer Engineering, or a related field, with 2+ years of experience in Hardware Applications Engineering, Hardware Design, or a related field. OR Master's degree in Electrical/Electronics Engineering, Computer Engineering, or a related field, with 1+ year of experience in Hardware Applications Engineering, Hardware Design, or a related field. OR PhD in Electrical/Electronics Engineering, Computer Engineering, or a related field. Key Responsibilities: Engage with customer designs, assist with feature definition, and conduct design reviews. Provide in-depth technical responses to customer inquiries and troubleshoot customer designs. Offer necessary training and technical support to customers. Collaborate with hardware, software, RF systems, and testing teams to deliver comprehensive solutions. Provide hardware design support for customers developing wireless products. Perform block diagram, schematic, placement, and PCB design reviews on customer products. Troubleshoot technical issues and resolve problems through hands-on support. Assist customers in implementing new technology using Qualcomm chipsets and support business teams on new projects. Develop an understanding of RF systems and cellular standards, including GSM, LTE, and 5G. Conduct tests for various technologies such as GSM, C2K, TDSCDMA, WCDMA, LTE, 5G SUB6, and 5G mmW (a strong plus). Desired Skills and Experience: Strong knowledge of cellular technologies like GSM, LTE, and 5G. Understanding of RF component characteristics and behavior. Proficient in problem-solving and analytical skills. Familiarity with PCB CAD tools such as Allegro and PADS for reviewing customer layouts. Experience with digital circuit design, software programming, or power management is a plus. Strong communication skills and the ability to work effectively with cross-functional teams.

Join Firstsource Solutions and Make an Impact in Customer Service! At Firstsource Solutions, we specialize in providing Business Process Management (BPM) services that help clients stay ahead of the curve. We offer transformative solutions that optimize business processes, drive efficiency, and deliver superior outcomes. As trusted partners to over 100 global brands, we work across industries like Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance, with a global presence in the US, UK, Philippines, India, and Mexico. We are currently seeking a Customer Service Associate for the Query Management team. In this role, you will help deliver exceptional service, providing solutions and ensuring satisfaction for clients across multiple regions. Job Title: Associate / Sr Associate Query Management Job Type: Full-Time Grade: H2 Function/Department: Operations Reporting to: Team Leader Role Overview: As a Customer Service Associate, you will play a vital role in responding to customer inquiries, resolving issues, and ensuring a seamless customer experience across multiple channels such as phone, email, and chat. You will be a brand ambassador, helping maintain positive relationships with customers while providing the best service possible. Key Responsibilities: Customer Interaction: Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and resolving issues effectively. Inquiry Resolution: Address customer concerns such as product/service inquiries, billing issues, and general queries, ensuring a smooth and efficient resolution. Empathy & Understanding: Demonstrate empathy when handling customer needs, ensuring every customer feels valued and heard. Proactive Follow-Up: Follow up with clients to confirm that their issues have been fully resolved and they are satisfied with the outcome. Escalation Management: Escalate complex issues to appropriate teams or supervisors for prompt resolution. SLA Adherence: Ensure timely responses and resolutions in accordance with Service Level Agreements (SLAs) and quality standards. Compliance & Confidentiality: Adhere to company policies and ensure customer information is handled according to data protection regulations. Problem-Solving: Analyze customer issues, identify root causes, and provide effective solutions. Cross-functional Collaboration: Work closely with other teams to resolve issues that require support across different functions. Product Knowledge: Stay informed about company products and services to deliver accurate and relevant information. Record-Keeping: Maintain detailed and accurate records of all customer interactions, documenting inquiries and resolutions. Communication: Ensure clear, professional communication with both customers and internal teams. Training & Development: Participate in training sessions to continually enhance your customer service skills and problem-solving capabilities. Feedback for Improvement: Provide valuable feedback on service processes and procedures to help improve overall efficiency and customer satisfaction. Expected Key Results: Customer Satisfaction (CSAT): Achieve high levels of customer satisfaction and Net Promoter Scores (NPS). Adherence to SLAs: Meet or exceed the service standards as outlined by SLAs. Regulatory Compliance: Ensure all customer interactions are in compliance with company policies and data protection regulations. Quality Scores: Consistently meet or exceed quality expectations in all customer service aspects. Process Metrics: Achieve set goals for process-specific performance metrics. Preferred Educational Qualifications: Graduate Freshers or Undergraduates with at least 2 years of relevant experience in customer service. Preferred Work Experience: Prior experience in customer service is preferred, especially in a fast-paced environment. Competencies & Skills: Communication Skills: Excellent English communication skills, both written and verbal. Proficiency in additional European languages is a plus. Customer Service Orientation: Strong dedication to providing exceptional service, maintaining a calm and composed demeanor in challenging situations. Technical Skills: Familiarity with customer service software, ticketing systems, and CRM tools is beneficial. Empathy: Ability to demonstrate patience and a genuine desire to assist customers. Adaptability: Capable of working in a fast-paced, dynamic environment and adapting to changing priorities. Flexibility: Willingness to work flexible hours, including weekends and holidays, to support a 24/7 customer service operation. Global Impact: Work with a company that serves Fortune 500 and FTSE 100 clients across multiple industries. Career Growth: Be part of a team that prioritizes continuous learning and career development. Dynamic Environment: Enjoy the opportunity to work in a fast-paced, customer-focused environment that values innovation and improvement. Inclusive Culture: Firstsource fosters a diverse and inclusive workplace where everyone has the chance to thrive and contribute their best.

Job Title: Associate Architect Group: ADAS/AD Business Unit: CARIAD Business Unit India Location: Whitefield, Bangalore Experience: 7 to 12 years About CARIAD (Car, I Am Digital) CARIAD is a forward-thinking automotive software company within the Volkswagen Group, focused on expanding software competencies and innovating within the automotive industry. We are developing a unified technology platform, including a vehicle operating system, cloud platform, and new architecture across all Volkswagen Group brands. CARIAD s goal is to drive the digital transformation of mobility. CARIAD India operates under a brand licensing agreement with Germany-based CARIAD SE. Join a team of 360 talented engineers and developers at CARIAD India, collaborating with over 6,000 CARIDIANs globally, all passionate about automotive innovation. Job Description We are looking for an Associate Architect to join our team and play a crucial role in expanding our ADAS practice. This role involves designing and leading the development of ADAS software integration, testing, and system architecture. You will also be responsible for guiding the technical aspects of the ADAS software development life cycle, ensuring quality, efficiency, and customer satisfaction. Key Responsibilities: ADAS Software Integration & Testing: Own the ADAS software integration, software testing, system integration testing (SIT), and system testing (ST). System & Software Architecture: Design and manage the system and software architecture for integration and testing, ensuring all technical aspects align with project goals. Technical Reviews: Lead technical reviews of work products during the software testing phase to ensure high-quality deliverables. Project Ownership: Take full responsibility for project deliverables, including test schedules, risk management, quality control, and meeting customer commitments. Leadership: Lead or co-lead the ADAS practice within the Automotive Engineering Services BU. Mentor and guide teams to ensure successful project outcomes. Test Ecosystem Development: Build and enhance the test ecosystem by integrating different platforms for fully automated end-to-end testing. Test & Automation Strategy: Define test strategies, automation approaches, and methodologies to solve complex technical problems in ADAS software development. Best Practices & Process Improvement: Refine and define best practices, processes, and workflows to improve efficiency and quality. Test Solutions: Select hardware, controllers, and methodologies to develop robust test solutions. Technical Consultation: Provide technical consultation to engineering teams on implementation and realization of test solutions. Performance & Optimization: Define performance metrics/KPIs, benchmark systems, and drive performance optimization efforts. Customer Solutions: Understand customer requirements and deliver solutions through process changes, tool upgrades, or architecture design. System Reusability: Study existing systems and infrastructure to enable reusability of components. Team Management & Coaching: Manage and coach teams in developing automation frameworks, tools, plant models, simulations, and automated test equipment (ATE). Oversee setting up test racks and interconnections. Business Development Support: Assist business development teams by delivering technical presentations and contributing to business growth. Required Skills and Experience: Experience: 7 to 12 years in software development, system architecture, and ADAS integration, with strong experience in integration testing and test strategy development. Technical Expertise:Expertise in ADAS software integration and testing methodologies. Experience in system architecture design for integration and testing in automotive applications. In-depth knowledge of software testing tools, automation strategies, and methodologies. Familiarity with automotive testing environments and platforms, including hardware controllers and testing solutions. Leadership Skills: Experience leading or co-leading teams, managing technical deliverables, and mentoring engineers. Process Improvement: Proven experience defining and implementing best practices, processes, and workflows. Customer-Focused: Ability to understand customer needs and translate them into technical solutions. People Management: Ability to coach and guide teams to build automation frameworks, tools, and test solutions. Innovative Environment: Be at the forefront of automotive digital transformation, working on cutting-edge ADAS technologies. Career Growth: Engage with global teams and continuously enhance your skills and career path. Impactful Projects: Lead and contribute to impactful projects that shape the future of automotive mobility. Collaborative Culture: Join a diverse and skilled team of engineers, united by a common goal of transforming mobility through technology. About CARIAD India: At CARIAD India, we foster a collaborative and innovative work environment that offers opportunities to work on some of the most advanced and impactful projects in the automotive industry. As part of a global team, you ll help drive the digitalization of the automotive sector while growing your career in a high-tech environment.

Customer Success Manager About the Role: Customer Success Management Shopalyst offers a platform for brands to scale data-driven marketing with shoppable ads. With first-party purchase intent signals, we help brands leverage digital media with greater effectiveness and efficiency. You will be heading our customer success team who helps our customers adopt data-driven marketing at scale. Responsibilities Manage service delivery and customer satisfaction (KPI : Responsiveness and Quality of Response) Analyze data trends and client performance Build and Manage the operations team Provide input for product management and engineering teams Requirements Minimum of 10 years of relevant experience in Business Operations for a Digital Marketing agency, or media company. Experience in stakeholder and client management. Excellent communication, analytical and influencing skills. Ability to build and manage a team of associates Ability to work and succeed in a dynamic, quickly-changing environment. We understand that not all applicants will have skills that match the exact job description. We value diverse experiences in the relevant industry and encourage everyone who meets the required qualifications to apply. If you lack the desired experience, but do have theknowledge and confidence to leave a mark, go ahead and apply. Experience Minimum of 10 years of relevant experience Additional Notes At Shopalyst, we are creating a global workplace that enables everyone to find their true potential,purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees,communities and the business.

Job Title: Techno-Functional Consultant ERP Solutions Location: Bengaluru, India Company: Wipro Limited Experience: Relevant experience in ERP implementations, support, and solutioning Company Overview Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on our promise to help customers, colleagues, and communities thrive in an ever-changing world. For more information, visit www.wipro.com. Role Purpose The purpose of this role is to provide end-to-end ERP solutions and act as a bridge between technology and business functions to ensure successful solution delivery for clients. Key Responsibilities 1. Techno-Functional Solutioning and Delivery Act as the link between project teams and support teams by leveraging techno-functional expertise. Manage the entire process lifecycle for new business implementation projects from requirement gathering to integration, configuration, and production deployment. Assess feasibility of new change requests and provide optimal solutions along with clear timelines. Provide techno-functional support for new business implementations, including building solutions from scratch. Support solutioning teams across architecture design, coding, testing, and implementation. Apply both functional design and technical design/architecture for ERP systems. Customize, modify, localize, and integrate systems through coding, testing, and deployment. Translate business processes and requirements into effective ERP solutions. Ensure all code aligns with development standards and implementation methodology. Offer ongoing product support and maintenance, resolving day-to-day technical issues. Develop and deploy automation tools/solutions to drive process optimization and efficiency. Act as the liaison between functional and technical teams, offering solutioning and advisory support. Assist the on-site project manager with status updates, change management, and off-site support coordination. 2. Skill Development and Competency Building Stay up-to-date by clearing Wipro internal exams and certifications. Participate in relevant trainings and seminars to enhance functional and technical expertise. Contribute to Wipro s knowledge base by writing papers, articles, and case studies, and publishing them on internal platforms. Performance Parameters No. Parameter Measure 1 Contribution to customer projects Quality, SLA adherence, ETA, number of tickets resolved, problems solved, number of change requests implemented, zero customer escalations, CSAT score 2 Process Automation Process optimization, reduction in process steps, reduction in ticket volume 3 Skill Upgradation Number of trainings & certifications completed, number of papers/articles published per quarter What We Offer At Wipro, we are building a modern, purpose-driven organization an end-to-end digital transformation partner with bold ambitions for ourselves and our clients. We believe in the power of reinvention whether it s your career, your skills, or the way we work. As the world evolves, so do we. We explicitly encourage applications from people with disabilities and are committed to fostering an inclusive workplace.

Job Title: Quality Analyst Outbound Retention Location: Bengaluru Job Summary The Quality Analyst is responsible for ensuring the quality of the outbound retention process. This role involves monitoring sales calls, analyzing performance data, and providing feedback to improve sales performance and customer satisfaction. You will work closely with the sales team to identify areas of improvement, develop training programs, and streamline processes to ensure continuous improvement in sales effectiveness. Key Responsibilities Quality Monitoring: Monitor and evaluate outbound sales calls to ensure adherence to company policies and quality standards. Conduct regular audits of sales processes and transactions to identify gaps and recommend corrective actions. Ensure all team members maintain high standards of sales practices and compliance. Data Analysis: Analyze sales data to identify trends, patterns, and areas for improvement in retention strategies. Prepare detailed reports on sales performance, call quality metrics, and overall team progress. Utilize data insights to provide actionable recommendations to management for performance improvement. Feedback and Training: Provide constructive feedback to sales representatives based on call evaluations and performance metrics. Develop and deliver training programs to improve sales techniques, product knowledge, and call handling. Assist in the creation and maintenance of training materials and quality guidelines for the sales team. Process Improvement: Collaborate with the sales team to streamline sales processes and improve overall efficiency. Implement best practices and continuous improvement initiatives to enhance sales effectiveness and retention rates. Stay updated on industry trends to keep the sales process competitive and aligned with current standards. Compliance and Documentation: Maintain accurate and up-to-date records of all quality assessments, feedback, and training sessions. Develop and update documentation related to quality standards, policies, and procedures to ensure consistency in the sales process. Qualifications Education: HSC or Graduate (Preferred). Experience: Experience in quality assurance, sales, or customer service is an advantage. Knowledge of quality monitoring tools, CRM software, and sales processes. Key Skills: Analytical Thinking: Ability to analyze and interpret sales data to identify trends and areas for improvement. Effective Communication: Strong interpersonal skills to provide clear and actionable feedback to sales representatives. Training and Coaching: Experience in developing and delivering training programs to improve team performance. Sales Process Knowledge: Understanding of sales techniques, customer retention strategies, and call handling processes. Time Management: Strong organizational skills to handle multiple tasks and prioritize effectively. Proficiency with Tools: Experience with CRM software and Microsoft Office Suite (Excel, Word, PowerPoint).

Job Title: Senior Engineer - IT Software Development & Operations Location: Bengaluru Job Summary The Senior Engineer will be responsible for applying their technical expertise in various aspects of software development and operations, including design, coding, testing, documentation, and technical support. This role requires the ability to handle complex issues, adapt existing methods to solve problems, and deliver results with minimal supervision. The ideal candidate will have strong collaboration skills, consistently seek to improve their technical capabilities, and actively participate in technical initiatives to enhance organizational success. Roles & Responsibilities Design & Development: Responsible for the design, coding, testing, bug fixing, documentation, and technical support within the assigned area. Ensure timely delivery of solutions while meeting quality and productivity goals. Collaboration & Customer Interaction: Regularly collaborate with customer teams to clarify technical issues, resolve queries, and ensure smooth project execution. Participate in key project and work-related activities, providing input on identifying important issues and risks. Process Improvement: Actively seek opportunities to enhance existing skills and acquire new complex technical skills. Participate in technical initiatives related to the project and organization, delivering training and contributing to process improvements. Project Execution: Adhere to organizational guidelines and checklists during deliverable reviews. Provide regular status reports to the Team Lead and ensure that relevant organizational processes are followed. Skill Development: Enhance technical capabilities by attending training sessions, engaging in self-study, and undergoing periodic technical assessments. Education and Experience Education: Engineering Graduate, MCA, or equivalent. Experience: 2-5 years of relevant experience. Competencies Description Digital Automation Engineer: Experienced in designing and implementing engineering processes and automation across phases of the DevOps-based SDLC, including Configuration Management, Build & Release, Test Automation, Deployment, Infrastructure Automation, and Continuous Operations. Configuration Management Specialist: Design, configure, and implement version control, branching, and configuration strategies using source code and version control systems like GIT, GitLab, BitBucket, SVN, CVS, Clearcase. Build Automation Specialist: Experience in Continuous Integration (CI) and Build Automation tools like Jenkins, Bamboo, ANT, Maven, Gradle. Test Automation Specialist: Experience in designing and authoring Test Automation scripts for Mobile, Web, Cross-platform, Web Services, Microservices, and infrastructure testing. Proficient in Black Box, White Box, Functional, Performance, UI, Security, and Regression testing, along with experience in BDD frameworks and device test clouds like Sauce Labs and Xamarin Test Cloud. Deployment Specialist: Expertise in release management strategies, managing package repositories, AMIs, and deploying applications and service packages across cloud and container-based infrastructure. Infrastructure Automation Specialist: Expertise in designing and implementing programmable infrastructure on virtualized and cloud-based environments. Ability to manage IaaS, Configuration Management, Container Management, and Environment Management across cloud platforms (AWS, Azure, etc.). Continuous Operations Specialist: Design, implement, and operate elastic infrastructure, manage application and service monitoring, failover scenarios, scalability, SLAs, and operational dashboards across cloud and virtualized environments. Platforms Linux, Windows, Android, iOS, VMware, OpenStack, Hyper-V Technology Standards AWS, Azure, RESTful APIs, SOAP, Test-Driven Development (TDD), Microservices patterns, Service Mesh, CloudFormation templates. Tools Configuration Management: GIT, GitLab, BitBucket, SVN, Clearcase, Perforce. Build Tools: GNU Make, NMake, ANT, Maven, Gradle, Ivy. CI Tools: Jenkins, Bamboo, CircleCI, AWS DevOps tools, Azure DevOps. Requirement Management: Bugzilla, Jira. Code Review: Gerrit, GitLab, ReviewBoard. Containers: Docker, Docker Swarm, Kubernetes, ECS (Amazon), AKS (Azure). Automation & Configuration Management: Ansible, Chef, Puppet. Cloud-Native DevOps Services (AWS, Azure): Cloud-Native DevOps Services. Testing Tools: Appium, Visual Studio App Center, SauceLabs, Selenium, Black Duck, SOAP UI, Protractor, JUnit, NUnit, LoadRunner, JMeter. Monitoring & Dashboarding: Prometheus, ELK Stack, Grafana. Languages Scripting Languages: Perl, Python, Groovy, Shell Script, PowerShell, YAML, Ansible. Other Programming Languages: Java, C#, XML. Test Automation Languages: Java, Python (for Appium and Sauce Labs). Specialization Key Areas: Configuration Management, Test Automation, Build and Release Automation, Infrastructure Automation, Continuous Operations, Deployment, RPA (Robotic Process Automation). Desired Skills Strong collaboration and communication skills. Ability to manage multiple projects and tasks while ensuring quality delivery. Experience working in an agile development environment. Proactive in identifying and resolving technical challenges. Strong analytical and problem-solving abilities. This is an exciting opportunity for a skilled Senior Engineer to advance their career in the IT Software Development and Operations domain, work on innovative projects, and gain experience across cutting-edge technologies. Qualification : Engineering Graduate, MCA, or equivalent.

Job Description Intel is looking for an experienced Customer Quality Engineer to play a key technical support role for Xeon platforms, acting as a primary contact for pre- and post-sales support. In this role, you will represent Intel in customer engagements, ensuring that customer needs are accurately communicated within Intel and that technical challenges are resolved efficiently. You will collaborate closely with Sales and Marketing (SMG) and internal engineering teams to drive strategic technical support and enablement. Key Responsibilities: Xeon systems technology enabling, supporting customers in hardware design and validation. Provide hardware design support, including schematic reviews, layout analysis, SI (Signal Integrity), PI (Power Integrity), mechanical, and thermal analysis. Debug and resolve hardware issues, working closely with internal and external partners. Develop and publish technical documentation, collaterals, and training materials for DCAI (Data Center and AI) platforms. Manage Field Action Customer Returns (FACR) and returns management. Support customer production challenges by offering technical expertise and resolution strategies. Enable early worldwide customer issue support, facilitating platform debug and silicon failure analysis. Provide post-sales technical support for installation, implementation, and maintenance of DCAI reference platforms. Ensure Intel solutions are fully functional and meeting customer specifications, with follow-up technical support as needed. Qualifications & Experience: Educational Requirements: B.E in Electronics & Communication Engineering or a related field. Minimum of 15 years of industry experience in relevant areas. Technical Expertise: Experience in Xeon platforms hardware design and validation. Strong knowledge of schematics, layout, mechanical, and thermal analysis. Experience in electrical validation and signal integrity (SI) analysis (desirable). Expertise in hardware issue validation and debug. Proven ability to develop technical documents and presentations for customer training and support. About Intel Validation Engineering (iVE) Group: The Intel Validation Engineering (iVE) Group plays a crucial role in Intel s product leadership, ensuring that the latest cutting-edge designs and technologies meet the highest quality standards. iVE is responsible for validating, debugging, and optimizing Intel s products, ensuring the timely delivery of Intel s annual technology roadmap. Intel s Commitment to Diversity & Inclusion: Intel is committed to providing equal employment opportunities to all qualified applicants regardless of race, gender, religion, nationality, disability, or any other protected characteristic under local laws. Intel offers a best-in-class compensation and benefits package, including: Competitive salary, stock options, and performance-based bonuses. Comprehensive healthcare, retirement plans, and paid time off. Opportunities for career growth, leadership, and professional development. Qualification : B.E in Electronics & Communication Engineering or a related field.

About RARE RARE is a premium personal assistant service designed to simplify life for busy professionals by saving them time, money, and effort. We offer a comprehensive range of personalized services, including: Travel Assistance: From flight bookings and visa support to tailored itineraries and exclusive accommodations. Dining Services: Securing reservations at top restaurants, organizing private dining experiences, and curating special occasion menus. Gifting Solutions: Thoughtful gifting support, from sourcing unique items to personalized packaging and delivery. Mobility Coordination: Arranging chauffeurs, vehicle rentals, and transport solutions. Event Planning and Wellness: Assisting with event management, wellness services, and daily errands for seamless lifestyle support. By handling daily tasks and taking care of the details, RARE empowers customers to focus on what matters most be it work, family, or personal goals. Our commitment to efficiency, reliability, and personalization ensures that customers can live smarter, achieve more, and reclaim their time. Role Responsibilities Tracking Maintain a list of uncompleted customer requests. Track issues, complaints, and unfulfilled requests identified by agents, AI, or through manual sample testing. Ensure timely closure of each tracked request. Escalation Handle complaints and escalations with corrective actions and reactive training. Recommend proactive system improvements and SOPs to enhance request completion rates and customer experience. Provide regular QA feedback to front-end agents and back-end experts. Training Deliver regular training sessions to agents. Continuously upgrade training processes using customer feedback to improve service quality. Supervision Review the performance of assigned front-end agents and provide constructive feedback. Collaborate with the concierge lead to share performance insights and suggestions for improvement. Background Requirements 5 6 years of experience in Quality Assurance roles within customer service or operational environments. Proven experience in conducting training and process audits. Familiarity with high-net-worth individuals (HNI) and the quality standards expected for personalized services. Key Result Areas (KRAs) Ensure timely closure of unfulfilled requests. Resolve complaints and escalations with corrective actions and training. Improve customer satisfaction at the request level. Recommend and implement process and SOP improvements. Provide continuous feedback and training to agents. Key Performance Indicators (KPIs) Average response and resolution times for assigned agents. Customer satisfaction scores for the agents under supervision. Frequency of QA feedback sessions with agents. Reduction in repeat issues. Training effectiveness, measured by improved agent performance. Equal Opportunity Statement We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability status, or any other characteristic protected by law.

Job Description: We are seeking a highly experienced and dynamic individual to manage and enhance the customer experience across all Titan brands through the effective implementation and management of the Net Promoter Score (NPS) program. This role requires a strategic mindset, strong leadership skills, and the ability to drive customer loyalty, improve satisfaction, and foster brand advocacy through actionable insights derived from customer feedback. Key Responsibilities: 1. Customer Feedback Management (CRM): Capture the Voice of Customer (VOC) across all touchpoints, engaging with business and brand SPOCs to finalize survey questionnaires. Deploy customized surveys to gather customer feedback and ensure timely setup and deployment. Conduct preliminary analysis of customer responses, particularly focusing on detractors, and extract actionable insights. 2. Analysis & Insights Generation: Analyze VOC data collected through the NPS tool and derive key insights for improving customer experiences and addressing pain points. Regularly track and report NPS scores for all brands, creating a comprehensive dashboard for management and key stakeholders. Provide timely and actionable insights to the business, focusing on customer pain points and product improvements. 3. Cross-functional Collaboration: Coordinate with various business divisions, especially the sales team, to share insights and drive customer experience improvements. Influence and govern effective detractor engagement strategies to facilitate customer winbacks. Work closely with divisions to track improvements in customer journeys and product quality resulting from VOC actionables. 4. Preventive Measures & Root Cause Analysis: Analyze VOC data to identify recurring issues, and collaborate with relevant divisions to implement preventive measures and eliminate root causes of customer complaints. Design and present actionable insights to address issues and enhance the overall customer experience. 5. Vendor & Tool Management: Liaise with NPS tool vendors to understand and document functional requirements, ensuring alignment with business needs. Collaborate with the legal department to create service agreements for vendors, and manage vendor relationships for seamless tool operations. Coordinate with internal teams for user acceptance testing (UAT) and ensure that new tool features meet functional requirements. Oversee the timely processing of invoices, vendor pay-outs, and ensure the adherence to contractual timelines for tool development and testing. 6. Reporting & Documentation: Maintain and deliver up-to-date reports and dashboards on customer feedback, with a focus on actionable insights. Document key VOC insights, preventive measures, and improvements made to address customer complaints. Job Requirements: Education: Graduation or Post-Graduation in a relevant field. Experience: Minimum 15+ years of relevant experience with a bachelor s degree, or 12 years with a Master s degree. Experience in CRM, customer feedback analysis, and NPS management. Behavioral Skills: Strong influencing and leadership skills Excellent problem-solving abilities Effective stakeholder management Conflict resolution and negotiation skills Ability to drive initiatives and inspire teams across functions Knowledge & Technical Skills: Deep understanding of the retail and service industry Expertise in Voice of Customer tools and methodologies Awareness of the latest technologies and ability to create CRM-specific solutions Proficient in Excel and CRM tools Tech-oriented with an aptitude for exploring new software solutions Key Performance Indicators (KPIs): On-time delivery of survey setup and deployment. Accuracy and timeliness of NPS score reporting and dashboards. Effective implementation of actionable insights to improve customer journeys and product quality. Reduction in complaints related to specific processes based on VOC analysis. Successful management of vendor relationships and adherence to tool development timelines. On-time and accurate processing of vendor payments and invoices. External Interfaces: CRM Tool Vendors Analytics Function IT Function Inbound Call Center Legal Function Business Divisions (especially Sales Team) Internal Interfaces: Various business divisions and departments for cross-functional collaboration Legal and IT departments for tool and vendor management