1.0 - 3.0 years

3 - 6 Lacs

Bengaluru

Work from Office

About the Role: As a Senior Associate Quality, Training, Process Excellence, and Escalations , you will support efforts to enhance customer and seller support operations through high-quality service delivery, efficient processes, and innovative tools. You will contribute to initiatives focused on training, quality assurance, process improvement, and the thoughtful adoption of GenAI technologies. This role is ideal for someone with hands-on experience in support operations, a keen interest in technology-driven solutions, and a drive to improve service performance through collaboration and continuous learning. What will you do Support GenAI Adoption & Operational Improvements: Assist in integrating GenAI tools to improve support workflows and enhance the efficiency of customer and seller interactions. Contribute ideas and execute plans that help teams make better decisions and deliver more personalized, responsive support. Contribute to Quality Assurance Initiatives: Help implement quality monitoring practices and analyze support data to identify areas for improvement. Collaborate with team leads to ensure consistent service delivery and share insights that improve customer experience. Deliver and Improve Training Programs: Work with training leads to design and deliver scalable training content, including AI-driven modules. Help keep training material up-to-date and relevant to evolving customer needs and product changes. Enhance Process Excellence Efforts: Participate in process audits and support the design of process improvements that enhance efficiency and consistency. Document best practices and assist with rolling out operational updates to support teams. Support Escalation Management: Assist in managing and tracking complex support escalations, ensuring timely and effective resolution while identifying trends for long-term improvements. What will you need 1 to 3 years of experience working with AI tools, customer service processes, or quality/training programs, preferably in a support operations environment. Familiarity with GenAI technologies and a strong interest in learning how to apply them to real-world service challenges. Attention to detail and strong analytical skills to help assess quality data, identify trends, and recommend improvements. Good communication and collaboration abilities , with experience working across teams to implement process or training updates. Proactive mindset , eager to learn and contribute to a culture of continuous improvement and service excellence.

Posted 4 days ago

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Manager - AI Services Meesho

3.0 - 6.0 years

5 - 8 Lacs

Bengaluru

Work from Office

About the Role As a Manager, you will play a critical role in solving business critical problems. Youll identify key opportunity areas through primary and secondary research, find user & seller problems, set priorities, come up with solutions and drive implementation in different types of projects. Youll shape up the right solutions in coordination with the product team (in case your solution requires tech interventions). Youll also work with the team leaders to create and improve the operating systems of the team (strategic planning, competitive intelligence, building review systems, culture and so on). What you will do In-depth primary and secondary research into different consumption verticals of India, which will also require you to go on the ground talk to users and any other stakeholders of the industry Build experimenting strategy for different products to test and launch in the vertical Set the goal metrics for Product-Market-Fit and enable the execution teams to reach those metrics for PMF Lead in problem-solving tasks and discussions to unlock product-market-fit Own the end of end goal and execution ownership of your charters Play a key role in framing strategic documents(working sessions) for problem discovery, exploration and solutions Create and structure monthly review documents to be presented to the senior management / CEO Create and maintain systems and processes to streamline operations across the business team Be fungible in the role to potentially lead an execution charter along with the strategy role for the new Vertical What you will need 3-6 years of total work experience. At least 2+ year of experience in consulting rms / strategy offices of tech startups. Experience in startups/tech companies in similar roles will be an advantage Proven problem-solving, project management skills and ability to derive core user insights from different types of users (consumers, sellers etc.) You have championed teams through transformational changes, driven technological innovations, and improved operational performance in a customer support environment. Proven leadership and organizational skills in your work experience

Posted 4 days ago

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