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Sonata Software

Compare

3.4

based on 1k Reviews

1 Sonata Software Customer Success Engineer Job

Digital Customer Success Engineer

SONATA SOFTWARE LIMITED

3.4

based on 1k Reviews

4-9 years

Bangalore / Bengaluru

1 vacancy

Digital Customer Success Engineer

Sonata Software

posted 4mon ago

Job Role Insights

Flexible timing

Key skills for the job

AWS Quality Assurance SQL Networking Customer Support Linux

+ 10 more

Job Description

Highest Qualification: B.com/BBA/B.sc/B.tech

Summary :

As a Quality Management Specialist within Microsoft's CSS (Customer Service and Support) Business, you will play a pivotal role in ensuring the highest standards of service delivery and customer satisfaction. You will work closely with teams across the organization to implement and maintain quality management processes that drive operational excellence and continuous improvement.

Key Responsibilities:

1. Quality Assurance:

Develop, implement, and maintain quality assurance standards and processes to ensure consistent service delivery aligned with Microsoft's service level agreements (SLAs).

2. Performance Monitoring :

Monitor key performance indicators (KPIs) related to service quality, customer satisfaction, and operational efficiency. Analyze data trends and identify areas for improvement.

3. Process Improvement :

Collaborate with cross-functional teams to identify process gaps, inefficiencies, and opportunities for improvement. Lead or participate in projects aimed at enhancing service delivery and operational effectiveness.

4. Training and Development:

Develop training programs and materials focused on quality management principles, customer service excellence, and technical skills enhancement for CSS personnel.

5. Quality Audits:

Conduct regular audits and evaluations of service interactions, case handling procedures, and documentation standards to ensure compliance with established guidelines and standards.

6. Root Cause Analysis :

Investigate customer escalations, service failures, and incidents to determine root causes. Develop and implement corrective and preventive actions to address identified issues.

7. Cross-Functional Collaboration :

Work closely with support teams, engineers, managers, and stakeholders to promote a culture of quality and continuous improvement across the organization.

8. Reporting and Documentation :

Prepare and present reports on quality metrics, audit findings, improvement initiatives, and recommendations to senior management and stakeholders.

Skills Required:

Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and propose solutions.
Strong understanding of quality assurance principles, methodologies, and tools.
Proven experience in quality management, preferably in a technology or customer support environment.
Knowledge of Microsoft products, services, and support processes is highly desirable.
Availability to work in shifts, including weekends.

Employment Type: Full Time, Permanent

Functional Areas: Customer Service & Operations

Read full job description

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What Customer Success Engineer at Sonata Software are saying

3.0

Rating based on 1 Customer Success Engineer review

Anonymous · IT & Information Security

Likes

Stress free job and work load is less Managers are chill and we get our leaves on time as per our request

Work-life balance - Excellent

Dislikes

The only thing i dont like about this company is no hike since 3 years and fake promises and no bonus no Apprasial How can somone postpond apprsial for 3 years and just say next year next year hilarious