Sr. Quality Assurance - Tech Support

About this role

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Skills you'll use

What you'll do

• 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
• 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.

Who can apply

• 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

About Everseen

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