Quality Service Associate

3 days ago

Hyderabad Secunderabad Telangana, India beBeeTechnical Full time ₹ 1,04,000 - ₹ 1,30,878
Quality Service Associate Job Description 

We are seeking a highly skilled Quality Service Associate to ensure exceptional service delivery with every interaction. This role involves acquiring and maintaining in-depth knowledge of our partners' brand, philosophy, products, promotions, and processes.

This position will foster professional and personal development through performance evaluations, training, and career pathing plans.

As a Quality Service Associate, you will:

  • Identify product issues and opportunities for improvement
  • Analyze data to understand emerging trends, suggesting improvements or escalating them to the product team
  • Coordinate end-to-end incidents by identifying and reporting to relevant teams to minimize business impact
  • Serve as a primary point of contact for partner escalations
  • Conduct incident reviews and follow up on action items
  • Identify and prioritize issue discovery for large-scale issues
  • Apply critical thinking to develop solutions improving business performance and partner success
  • Identify product and tool issues, bugs, and other improvement opportunities
  • Reproduce issues and capture logs as needed
  • Support Tier 1 and Tier 2 with tool issues and escalate them when necessary
  • Bring operational knowledge and a thoughtful perspective to partner meetings
  • Document information and update systems with actions taken or required for reported issues and incidents
  • Maintain adherence to policies and procedures on all tickets
  • Handle VPN/Proxy Issues, Geo Filtering, and speed bump issues
  • Evaluate scope and impact of product outages, assigning severity and involving other teams as necessary
  • Maintain comprehensive knowledge of systems for accurate research and information provision
  • Stay updated on existing and new processes and procedures
  • Attend scheduled team meetings and training sessions
  • Demonstrate a strong work ethic and commitment to achieving optimal outcomes
  • Model our cultural values and exemplify them in daily work
 Required Skills and Qualifications
  • Bachelor's degree in Business or equivalent combination of education and experience
  • 3-4 years of experience in Technical Support Services
  • Familiarity with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar tools
  • Strong technical support background with excellent troubleshooting skills and communication abilities
  • Data analysis experience preferred
  • Excellent verbal and written communication skills, with the ability to convey complex ideas clearly
  • Ability to engage in fluent discourse and communicate effectively
  • Proficiency in data analysis, visualizations, trend analysis, troubleshooting, and critical thinking
  • Experience with reporting and dashboard creation
  • Background in Streaming, Gaming, Tooling, Membership, and Billing, as well as Cloud/SAAS Platforms
  • Cross-functional stakeholder management experience, with the ability to coordinate with multiple teams and build strong relationships
  • Understanding of open connect/platforms
  • High proficiency in escalation trend analysis and proactive incident identification
  • Ability to create and write knowledge base articles as needed
  • Experience handling escalated issues in a contact center environment
  • Typing accuracy at 30 WPM
  • Proficiency in spreadsheet applications for operational reporting
  • Exceptional time management, organizational, and prioritization skills
  • Ability to work independently and as part of a team in a fast-paced entrepreneurial setting
  • Opportunity identification for process improvement and efficiency gains within the issue triage workflow
  • Flexibility to work various shifts, including days, evenings, and holidays

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