Investigation Specialist, Tech Triage Ops, Voice Of Driver – Listening Channels

19 hours ago


Hyderabad, Telangana, India ADCI HYD 13 SEZ Full time

We are seeking a highly skilled Investigation Specialist to join our Voice of Driver (VOD) team at ADCI HYD 13 SEZ. The VOD team is a crucial part of the Worldwide Flex DP Insights & Experience (WW DPIX) team, dedicated to improving the experience of Drivers and making their journey seamless.

The ideal candidate will be a creative, analytical, and dynamic individual with a passion for understanding customer pain points and uncovering the root causes of defects. They will possess strong technical skills, analytical bent of mind, and excellent communication skills, both written and verbal.

Key responsibilities will include:

  1. Conducting log analysis to gather and interpret data from various sources, including station feedback forms and social media, for a comprehensive understanding of Driver pain points.
  2. Demonstrating proficiency in app bug reproduction, utilizing technical expertise to identify emerging defects and risks affecting the Driver experience.
  3. Supporting the execution of ad-hoc and high-visibility tasks related to identifying Driver pain points by sourcing insights from various listening channels.
  4. Meeting business metrics and goals, including SLA, productivity targets, and quality benchmarks.
  5. Maintaining records of day-to-day work by updating trackers or workflow tools.
  6. Meeting predetermined and assigned productivity targets and quality standards.
  7. Contributing to project improvement ideas, if applicable.
  8. Proactively raising issues or alarms to the manager or stakeholders.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

  • Bachelor's degree in a quantitative/technical field such as computer science, engineering, statistics.
  • Experience with Excel.
  • Experience with SQL.

PREFERRED QUALIFICATIONS

  • Demonstrated proficiency in utilizing advanced data visualization tools like Tableau or Power BI, extending beyond basic tools like Quicksight.
  • Familiarity with programming languages such as Python or R, showcasing capabilities in advanced data analysis.
  • Previous hands-on experience within the logistics or e-commerce industry.
  • Strong communication skills – ability to communicate with internal/external stakeholders clearly and concisely, both written and verbal.
  • Fungible to transition within work types, flexibility to work across shifts (24/7 shifts) and staggered week offs.
  • Demonstrate flexibility to work overtime hours as per business requirement.


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