Plivo is a cloud communications platform that empowers businesses to connect, engage and interact with their customers with confidence.
Plivo’s mission is to simplify business communications. Thousands of businesses around the globe, including IBM, Workday, Wolters Kluver, Zomato, Yahoo, and Splunk, rely on Plivo to power their voice and SMS communications on a global scale. Plivo becomes a reliable communications platform with its Premium Communications Network that spans 190+ countries.
Founded in 2011, Plivo has over 300 employees remotely across the US, India, and Europe. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures.
Plivo has been profitable for the past 7+ years, an unusual milestone for companies of this scale. Plivo’s success has landed it among the leading global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which has a market size of USD 12.5 billion in 2022. It is projected to reach USD 45.3 billion over the next five years.
Plivo is a people-centric organization with a culture of ownership. We offer industry-leading compensation and benefits, including excellent healthcare coverage, to our employees.
Job Summary:
The Lead Quality Analyst in Support is responsible for maintaining the quality of support services. This role involves analyzing and automating manual processes, developing and implementing quality standards, monitoring performance, identifying improvement opportunities, and working collaboratively to optimize the customer support experience.
Key Responsibilities:
- Develop and maintain quality assurance processes, standards, and methodologies.
- Analyze and automate manual processes followed by the support team.
- Automate product queries using chatbot.
- Automate quality tasks using tools like zapier and Open AI
- Analyze performance data to identify trends, patterns, and areas requiring improvement.
- Collaborate with cross-functional teams to identify and implement process improvements within the customer support department.
- Actively participate in discussions related to product issues, and process enhancements.
- Conduct regular audits and evaluations to ensure adherence to quality standards.
- Maintain detailed records of quality assessments, coaching sessions, improvement initiatives, and performance metrics.
- Prepare and present regular reports on support quality and performance to senior management.
Qualifications:
- Relevant Bachelor’s degree.
- Project management skills.
- 5+ years of experience in a product support role with a strong track record of quality assurance.
- Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, DotNet) or
- Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues.
- Knowledge of SQL, Networking (TCP/UDP/IP), and HTTP is a plus.
- Proven leadership experience and the ability to lead and motivate a team.
- Strong analytical and problem-solving skills.
- Excellent communication and coaching abilities.
- Proficiency in quality assessment tools and techniques.
- Prior experience of working on automations and chatbots.
- Prior experience of working on tools like chatgpt, open AI, Zapier.
Perks & Benefits:
- Remote First Culture.
- Home office Infra Allowance.
- Industry-leading compensation and benefits.
- Premium Healthcare/Wellness benefits for Employee and Family.
- Open culture and working with a young and dynamic team.
- Career advancement opportunities.
- Generous vacation policy leading to great work life balance.
