Manager - Quality (Escalations)

About the Team

Being part of Meesho's Fulfillment and Experience (F&E) team as Quality Manager will zip you to the cockpit of our ever-burgeoning rocketship. And, you’ll shape the experience of Bharat’s next billion e-commerce users.

We’re an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics. At Meesho, we’re trying to do what's never been done before – herald e-commerce into the tier-2, tier-3 cities of India.

Our team’s role in this ambitious mission is to completely reimagine logistics from the ground up. This means a host of "zero-to-one" projects (takers, anyone?) to build a supply chain that reimagines e-commerce, not just in India but globally.

We focus on personal growth and fun at work just as much as we do on working hard. That is why, we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and timely rewards and recognitions.

About the Role

As Quality Manager, you will be responsible for ensuring that we provide a seamless experience at various stages of the user journey by measuring, managing and reporting quality consistently across various support channels - voice and non-voice. Reducing customer/supplier escalations with effective Root cause identification and necessary Corrective & Preventive actions. Ensuring smooth and efficient day-to-day operations within the team is key to success in this role. By enhancing the quality of resolution, you’ll help us achieve best in class customer and supplier experience. The role is expected to have high degree of cross functional stakeholder engagement. 

What you will do

• Lead a team of RCA analysts and team leads to ensure timely and accurate analysis on supplier escalations.
• Monitor processes, identify areas of improvement and build frameworks to improve key metrics such as satisfaction score, handling time, quality score etc and reduce escalations.
• Work with partner and in house teams to drive right audit and governance practices.
• Conduct root cause analysis, design training plans, define key metrics to measure agent performance and strategize plan of action to minimize errors and defects through corrective actions.
• Support other business units and management in conducting process related checks/audits and drive improvements. Design robust review mechanism for all vendors.

What you will need

• 5 -7 yrs of hands-on experience in quality management in a customer/seller experience team.
• E-COMMERCE Experience is Mandatory
• Proven track record of analytical skills and escalation management
• Data visualization abilities and understanding of support metrics
• Knowledge of quality assurance tools and methodologies
• Ample experience in implementing corrective/preventive measures
• QMS/Customer support Operations certification will be an added advantage
• Minimum of 3 yrs experience as Assistant Manager or a higher role in Quality team
• Proven record of having worked or root-cause fixing than fixing symptoms
• Proven ability to take a structured solution-oriented approach to solve problems

About us 

Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.

Our Mission

Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost. Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company’s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.

Culture and Total Rewards

Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate - influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like “Reflections”, “Listen or Die” , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all embody these principles. 

We provide market leading compensation - both cash and equity-based - specific to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.

Know more about Meesho here : https://www.meesho.io/