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Senior Analyst - Quality Assurance

Chennai, IndiaFull Time

Overview

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks Support organization is looking for a Senior Quality Assurance Specialist who will be driving key Quality deliverables for the Global Support Team. He / She would be focusing on reviewing the Quality trends received from the audit data and other team performance-related metrics to enhance the existing processes, streamlining operational inefficiencies, creating relevant Coaching, training guides/materials, and distributing communication aids to the teams. The Lead should create a supportive relationship with the delivery teams, raise the bar for our customers and promote a culture of ownership. The success of the role is measured via Quality metrics - improvement in quality performance and automation identified in Audit processes.


Major Responsibilities/Activities - 



Minimum Requirements - 

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