Senior Quality Executive

About the Role

The Brand Support Associate will oversee the quality and effectiveness of brand support across calls and tickets. They will monitor interactions, conduct quality checks on responses, ensure accurate Freshdesk usage, and support the team in maintaining consistent service standards.

The role will also involve coordinating rotational shift allocations, preparing daily and weekly reports, working with brands and internal teams to resolve purchase order and operational issues, training Brand Support Executives, and driving productivity and process adoption. The Associate will act as the primary lead for the frontline Brand Support team, helping team members understand processes quickly and deliver timely, accurate, and professional support.

This is a fast-paced support operations role requiring flexibility to work in rotational shifts, including weekends and public holidays as per business requirements.

Key Responsibilities

• Handle inbound calls and manage support tickets received through shared mailboxes and ticketing platforms.
• Understand, categorise, prioritise, and resolve brand queries across onboarding, purchase orders, supply, inventory, warehouse operations, appointments, catalog, access, finance, advertisements, and technology support.
• Verify relevant information such as brand name, vendor code, SKU, PO, GRN, invoice details, screenshots, and supporting documents.
• Provide accurate first-level guidance using approved SOPs, FAQs, templates, and support tools.
• Create and update tickets with clear issue summaries, details collected, business impact, next steps, and expected turnaround times.
• Route complex or specialised requests to the appropriate internal teams and escalate urgent or business-impacting issues through defined processes.
• Follow up proactively on internal dependencies and keep brands informed of progress and revised timelines.
• Resolve straightforward queries at first contact or first response wherever possible.
• Validate resolutions with brands before closing tickets and continue ownership of unresolved or reopened cases.
• Maintain accurate documentation, ticket notes, trackers, and shift handovers.
• Identify recurring issues and contribute to improvements in SOPs, FAQs, templates, workflows, and knowledge resources.

Qualifications and Experience

• Graduate in any discipline; equivalent relevant experience may be considered.
• 35 years of experience in customer support, vendor support, contact centre, email support, B2B support, or operations support.
• Experience handling both calls and written support queries is preferred.
• Experience with Freshdesk, Zendesk, Salesforce Service Cloud, or similar ticketing/CRM platforms is an advantage.

Quality Control

• Conduct regular quality audits of calls and tickets using approved QA scorecards and sampling guidelines.
• Review interactions for accuracy, SOP adherence, communication quality, ticket documentation, categorisation, routing, and resolution quality.
• Share actionable feedback with Brand Support Executives and track coaching actions through to closure.
• Maintain QA scorecards, calibration records, quality reports, and audit trackers.
• Identify recurring quality gaps, critical errors, and compliance risks, and recommend improvements to training, SOPs, FAQs, and workflows.
• Escalate repeated or business-impacting quality issues to the relevant stakeholders.

Skills and Competencies

• Strong verbal and written communication skills.
• Active listening and professional email etiquette.
• Structured problem-solving and attention to detail.
• Customer empathy, composure, ownership, and a bias for resolution.
• Ability to prioritise issues and make appropriate escalation decisions.
• Strong coordination and stakeholder-management skills.
• Strong proficiency in Microsoft Excel or Google Sheets for reporting, tracking, and operational analysis.
• Basic working knowledge of SQL and Python for data extraction, validation, and simple analysis.
• Comfortable using email, ticketing systems, and web-based tools.
• Ability to work with SKUs, POs, vendor codes, invoices, GRNs, inventory data, and portal workflows.
• Fluency in English and Hindi is preferred; additional regional languages are an advantage.

Success Measures

Success in this role will be measured through:

• Call and ticket response volumes and SLA adherence.
• First-contact or first-response resolution rate.
• First response time and turnaround time.
• Ticket categorisation, prioritisation, documentation, and routing accuracy.
• Quality scores, reopen rate, escalation rate, and backlog ageing.
• Brand satisfaction or CSAT, where applicable.
• Quality of shift handovers and case ownership.

Working Expectations

• Work in a 24x7 rotational-shift environment, including night shifts, weekends, and public holidays as per roster.
• Follow approved Brand Support SOPs, FAQs, templates, disposition structures, and escalation matrices.
• Protect brand and vendor information and use company systems responsibly.
• Maintain a professional, empathetic, and solution-focused experience across all interactions.
• Adapt to evolving support channels, workflows, and tools.