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 -
Perform Transaction Monitoring and Evaluations (Email / Chats / Call)
Coach the Product specialists to improve performance and customer experience.
Design and Establish Quality Frameworks in alignment with the operation’s Quality goals.
This position will develop clear Quality metrics, reporting them at a service and transactions level to understand the business impact. Metrics would be tracked against service objectives, lead improvement initiatives and encourage a culture of efficiency and innovation.
Deliver solutions to complex problems through in-depth data analysis and forensics by using systematic approaches, experience, innovation, and judgment to make decisions based on partial information. To review and provide feedback on the quality of improvement initiatives and benefits realized.
This position will identify the opportunities that address process gaps, process inefficiencies, or emerging service requirements, develop the business case for new initiatives, and provide necessary Quality management support. This person must have strong Quality management skills and thrive on solving problems that require a new way of thinking.
Closely collaborate with critical stakeholders on the customer side in all areas and processes related to language quality.
Technology initiatives related to quality management
Quality management and reports
Hold regular reviews with respective teams and stakeholders.
Responsible for upskilling Product Specialists. Identify their areas of opportunity and recommend internal/external development programs.
Minimum Requirements -
3 - 6 years’ experience in Customer Support with at least 3 years of experience in Transactional Quality Management.
Solid verbal, written, presentation, and interpersonal communication skills.
Knowledge of SaaS business model, SaaS technologies, and related applications.
Strong command of Microsoft Office including Excel, Word, and PowerPoint.
Proven time management skills in a dynamic support environment
Strong attention to detail and organizational skills.
Six sigma or any Transactional Quality certification will be an added advantage