Manager, Quality Assurance at Birdeye in Gurugram, India - Apply now!

Why BirdEye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and  Accel-KKR.

Role and Key Responsibilities: 

• Team Leadership: Lead and manage a team of four quality assurance analysts, providing guidance, coaching, and support to ensure they meet and exceed performance expectations.
• Quality Monitoring: Develop and implement comprehensive quality assurance processes for customer success, technical support, retention, and implementation activities.
• Performance Evaluation: Regularly assess the performance of employees within the team, providing constructive feedback and creating improvement plans as needed.
• Metrics and Reporting: Define and track key performance indicators (KPIs) to evaluate the effectiveness and quality of customer interactions and processes.
• Process Improvement: Collaborate with relevant departments to identify areas for process improvement and implement changes to enhance customer satisfaction and retention.
• Training and Development: Develop training programs and materials for employees to ensure they are well-equipped to deliver high-quality services and meet performance standards.
• Quality Audits: Conduct regular audits and assessments to identify non-compliance issues, areas of improvement, and opportunities to streamline operations.
• Customer Feedback Analysis: Analyze customer feedback and data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.
• Documentation and Documentation Control: Maintain accurate records of quality assessment
• results, processes, and improvement initiatives. Ensure proper documentation control and adherence to compliance standards.
• Continuous Improvement: Stay up-to-date with industry best practices and quality assurance trends, and drive continuous improvement initiatives within the team and organization.

Key skills & knowledge: 

• Bachelor's degree in a relevant field (e.g., business, management, quality assurance).
• Proven experience in quality assurance for 7 years or a related role, with at least 3 years in a leadership or managerial position.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in quality assurance software and tools.
• Knowledge of customer success, technical support, retention, or implementation processes is a plus.
• Quality assurance certification (e.g., Six Sigma) is a plus.

Why You'll Join Us:

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication. 

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.