Sr. Quality Assurance - Tech Support
Posted Updated
Summary
Senior QA - Technical Support at Everseen (Pune): audits and validates the work of tech support engineers, documents non-conformities, assists with RCA and corrective actions, and runs calibrations and quality reporting for the support org behind Everseen's retail vision-AI products. Core needs: Linux (RHCSA a plus), Microsoft 365, and 5+ years experience.
Everseen: A leader in vision AI solutions for the world’s leading retailers.
The Role
As an Sr. QA - Technical Support, you will be responsible for monitoring, evaluating, and improving the quality of technical support interactions to ensure a high level of customer satisfaction and operational excellence. You will work closely with Tech Support Engineers, Subject Matter Experts (SMEs), and Operations teams to conduct quality audits, provide actionable feedback, identify improvement opportunities on on evolving processes, tools, and ensure adherence to support processes, quality standards, and service level expectations. Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives
Main Responsibilities
- Validation of work done by the Tech Support Engineers
- Find and document the non-conformities if any
- Assist in RCA and Corrective action
- Keeping updates on the specifications of document and guidelines of each task.
- Conduct regular quality calibrations, and knowledge-sharing sessions to align tech support engineers and help in evolving processes, tools, and quality benchmarks.
- Act as a subject matter expert for quality processes, supporting audits, compliance reviews, and customer-facing quality initiatives.
- Quality is maintained as per norms of instruction guidelines in document.
- Working hand in hand with Team leader on better working environment for the team.
- Guide the team to move towards better productivity and quality.
- Ensuring feedback loop is present and it gives right direction to the employee/s where improvements are needed and what are the best practices that can be applied.
- Coordinate with low performance tech support engineers and quality analysts by tagging them with SMEs to ensure quality improvements in Tech Support process.
- Quality check of data and QC reports on required metrics accuracy.
- Graduation in Engineering background
- 5+ Years experience
- Linux knowledge is mandatory, RHCSA certification will be plus
- Knowledge of quality frameworks, audit methodologies, and continuous improvement principles.
- Good Knowledge of Microsoft 365 suite
- Data-driven decision-making and reporting skills
- Good communication skills
- Strong leadership skills
- Problem solving skills
Skills Required
About Everseen
Shrink and inefficiency cost global retailers more than a hundred billion dollars each year. But Everseen is changing that equation. We are a leader in vision AI, transforming business operations for global retailers by reducing shrink, improving operations, and delivering a better customer experience.
Supporting 11 of the top 20 global retailers, Everseen’s AI innovations help retailers save millions of dollars every month. Its flagship product, Evercheck, is deployed in 10,000 retail stores and 150,000 checkouts globally. Everseen operates at unmatched scale, processing over 15 million transactions, and more than six petabytes of video data, daily.
Trusted by major food, drug, mass, and specialty retailers around the world - including Kroger, Meijer, and Woolworths - we also partner with leading hardware, AI, and cloud computing providers such as Google, NVIDIA, NCR, and Dell.
Founded in 2007 and headquartered in Cork, Ireland, Everseen has over 700 employees globally, with a European headquarters in Cork, Ireland, a U.S. headquarters in Miami, and hubs in Romania, Serbia, India, Australia, and Spain.
We are a dedicated team of inventors, research scientists, engineers, AI experts and retail industry veterans. Our culture is built on accountability, collaboration, and high standards. We take ownership of outcomes, prioritise our customers, operate as one team, move quickly with purpose, and continually raise the bar in everything we deliver.
Our Culture
Our culture is built on ownership and accountability, we own outcomes, not tasks. We stay relentlessly customer-first, letting their needs shape our priorities and decisions.
We work as one team: we challenge ideas, align quickly, and commit together. We move with pace, without compromising on simplicity or quality. And every day, we raise the bar, strengthening our talent, pushing innovation forward, and maximizing our impact.
Our Values
We OWN THE OUTCOME. No silos, no excuses.
We ARE CUSTOMER-FIRST. They guide our decisions.
We ARE ONE TEAM. Debate, decide, commit.
We MOVE WITH PACE. With simplicity and quality.
We RAISE THE BAR. On talent, innovation and impact.
Our Commitment
Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.
Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.