Meesho - Senior Manager - Quality/Training/Process Excellence (3-5 yrs)

About the Team:

The Meesho AI Services team is dedicated to revolutionizing customer support through cutting-edge AI technologies like chatbots, voicebots, and predictive analytics. We will partner with call centers and BPOs to deliver seamless, efficient, and customer-focused operations. In addition to driving technology and process excellence, we actively manage client and partner relationships to ensure alignment on goals and continuous improvement. If youre passionate about AI, building strong partnerships, and creating impactful change, this is the team for you!

About the Role:

As the Senior Manager Quality, Training, and Process Excellence, you will oversee a team and optimize support operations, ensuring top-tier service quality and driving operational excellence. Your role will involve refining training programs, enhancing quality assurance practices, managing complex escalations, and leveraging emerging technologies like Gen AI to innovate and streamline support functions. The ideal candidate will bring a proven track record in leadership excellence, and a passion for incorporating new technologies to enhance service delivery.

What will you do:

- Lead Quality & Operational Excellence : Develop frameworks to analyze support data and translate insights into actionable strategies that enhance the customer/seller experience. Define and execute a long-term strategy for quality assurance (QA) and operational excellence within support teams.

- Design Transformative Training Programs : Create a forward-thinking training strategy that anticipates evolving business needs, technology integration, and changing customer expectations. Equip support teams with the skills necessary to deliver exceptional service in a faster and hassle-free manner.

- Lead Change Management & Technology Integration : Spearhead the adoption of emerging technologies and changing customer needs within support teams to improve operational efficiency, enhance decision-making, and personalize interactions at scale and drive successful change management initiatives.

- Key Success Metrics : Increased customer and seller satisfaction (e.g., CeS, NPS). Enhanced operational efficiency (e.g., reduced handling time, higher automation in support processes). Successful implementation of new technologies, driving innovation and process optimization in training and quality specifically.

What you will need:

- 3 to 5 years of experience in Quality, Training & Process Excellence

- Proven leadership experience in customer/seller support, process optimization, and quality assurance

- Strong understanding of AI technologies, particularly Gen AI, and their applications in customer service

- Experience in logistics, Tier 2 consulting firms or consumer durable industries preferred

- Strong problem-solving skills, with a focus on root cause analysis and continuous improvement

Note: For your candidature to be considered on this job, you need to apply necessarily on the redirected career page of the company as well.